Customer Service Team Leader

Keysborough, VIC
Permanent
Full-time

1 day ago

Job Category: Call Center - OperationsJob Description:Changing Lives, Transforming CareersAt Amplifon, we're more than a company. As the Global Leader in hearing care, we combine cutting-edge solutions with a personal touch to create unforgettable experiences for our customers.With a shared vision to empower people and push boundaries, we thrive in a culture built on care, collaboration, and impact. Here, your work fuels innovation, growth, and a purpose that resonates far beyond the ordinary.Join us and shape a future where sound connects, inspires, and transforms lives.Life at Amplifon:Working at Amplifon gives you the chance to make your voice heard, build strong working relationships, and create your own tailor-made career.Here, you'll find all the support, tools, and opportunities you need to grow, whether it's through our top-class development programs or by taking on projects in other parts of the world. And your colleagues will be there to motivate and inspire you every step of the way.Position Purpose:Develop a strong relationship between Amplifon clinics and external partners (third-party) such as (not limited to) insurance companies (Suncorp), BUPA-ADF, QLD-WC and any other organisations with whom Amplifon obtains a strategic partnership. Promote our brand and quality of services to build a strong relationship resulting in sustainable and continues customer referrals to our stores. Coordinate with other departments and teams to ensure compliance and adherence to agreed SLA with various external partners. Leading a team of Customer Relations Officers to handle engagement with third parties as well as new and existing clients via various channels including inbound/ outbound calls, and email enquiries/ referrals.Key Responsibilities:

Devise specific action plans to meet Contact Centre KPIs and provide feedback and ideas for the Contact Centre's operational environment
Drive rewards and recognition programs to motivate staff to meet business targets by organising incentive programs on a monthly and quarterly basis
Allocate follow-up calls to staff members, maximizing Contract Centre team's appointment rates
Uphold Contact Centre quality assurance standards by undertaking silent monitoring, ensuring staff follow the correct scripts, ensuring follow-ups are done whilst validating quality of appointments booked by staff
Collect and analyse data by actively seeking feedback from the clinics around potential complaints, retention rates etc. Analyse information and develop remedial action plans to address possible gaps raised by clinics
Prepare reports on team KPIs and overall performance, provide regular feedback to Contact Centre Manager and Business Development Manager and propose alternative course of actions in instances of performance shortfall
Undertake probationary review exercise for new starters in the team, explaining their goals and objectives as well as expectations of the role. Go over Customer Relations Officer (CRO) PD and address any queries
Identify potential performance issues and take timely actions such as preparing coaching plans or goal plans before escalating to the performance turnaround plan level
Undertake regular coaching sessions with staff members to inspire them to achieve business goals and to positively encourage them to deliver consistent performance
Conduct performance management discussions with relevant staff and ensure that all processes are followed and completed within required time frames
Proactively share best practices and other relevant knowledge and experiences with all CROs in a constructive manner
Infuse a spirit of healthy and friendly team competitions by rolling out creative and fun campaigns to engage staff to achieve Contact Centre targets
Inspire and develop CROs to become mentors by recognizing their potential and offering positive encouragement as well as coaching for further refinement
Continuously identify training needs for all CROs and devise action plans in conjunction with CRO trainer to support desirable outcomes
Ensure that accurate recording of database records is maintained by all staff e.g. no duplication of contacts, accuracy of phone numbers etc.
Participate in review and development of procedures and workflows as directed by the Contact Centre Manager.

Education:Essential

Completion of VCE or equivalent

Desirable

Customer Service/Sales training
Certificate in Call Centre Operations

Work Experience:Essential

Experience working in a fast paced Contact Centre environment (preferably with a predictive dialer) or target based sales environment
Experience in an outbound Contact Centre as a Team Leader
Experience working in an environment with KPIs
Demonstrated ability to sell and achieve targets under pressure

Desirable

Knowledge of Call Centre Telephony and Technology
Experience in cold calling and approaching new clients

Skills:

High level of analytical and problem solving skills
Intermediate to proficient MS Office experience
Ability to run electronic reports, input, modify and interpret data
Exceptional interpersonal, communication and presentation skills

Behavioral competencies:

Alignment to the Amplifon Values
Confident with a drive to succeed
Positive attitude and professional etiquette
Excellent rapport building skills
A self starter with a can do attitude
Ability and willingness to be flexible and adaptable to changing circumstances
Punctual to work

Putting People First:One of the ways we amplify careers is by helping our people achieve their full potential. We do so by providing constant constructive feedback and training opportunities that empower our people to excel.In addition, if you're ready to put in the hard work, we'll make sure your dedication and achievements are recognised.Ready to take the next step in your career? Amplify your purpose with Amplifon!As an employer that embraces Equal Opportunity and promotes inclusion and diversity, we encourage people of all ages and backgrounds to apply.

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