About The Company

Operating for 130 years, our client is a member-owned organisation that offers an extensive range specialised and niche products tailored specifically for professionals in the medical industry.

As a mutual organisation, they are owned by their members and operate solely for their benefit, placing members at the heart of everything they do.

Due to business growth, our client now offers an exciting opportunity to join their close-knit contact centre as a Team Leader.

About The Role

We are searching for an experienced Team Leader to join the contact centre based in the CBD of Sydney. You will lead a team of 10 - 15 agents as an allrounder Team Leader.

You will wear many hats including people management, workforce planning and process development.

We are looking someone who is bubbly, personable and willing to take the responsibility of leading their team to success. We are looking for a leader who is wanting to take the next step as there are opportunities coach fellow leaders and move into more senior contact centre roles.

Duties:

• Recruiting, mentoring, coaching, and developing team members
• Improving business performance and processes
• Developing close working relationships with key stakeholders
• Ensuring performance standards are met
• Exceeding customer service metrics across all functions
• Managing call queues
• Managing escalation calls
• Workforce planning

Skills & Experience

• A solid track record of delivering results
• Previous experience running and managing a Team
• Strong attention to detail and exceptional time management skills
• Strong analytical skills
• Exceptional communication skills both written and verbal
• Outstanding working knowledge of contact centre statistics

Benefits

• 25% Discount on Private Health Insurance and free Salary Continuance Insurance.
• Inclusive Workplace with flexible work options to support genuine work-life balance.
• Career Development through internal mobility and learning programs tailored to your growth.
• Employee Referral Program offering a $5,000 reward.
• Comprehensive Support through EAP, health and wellbeing initiatives, and tertiary education sponsorship.
• Diverse and Connected Environment where your ideas are valued and make a real impact.

Culture

The current team work as a really collaborative and supportive team and feel like a family. They are big on continuous improvement and genuinely enjoy celebrating each others wins.

There is no blame or finger pointing in this team, only flexibility and lifting each other up!

How To Apply

If you want to go to work for a global insurance leader, then hit apply now and if successful you will be contacted.