Responsibilities
- Actively manage and support the team to efficiently handle customer interactions, ensuring all inquiries are addressed in a timely, accurate, and professional manner.
- Drive operational excellence within the team to achieve key performance metrics.
- Conduct effective real-time monitoring, workforce planning, and forecasting.
- Champion the Voice of the Customer and advocate for continuous improvement.
- Provide regular contact centre and management reporting.
- Manage escalations and complaints, ensuring compliance with relevant legislation, and offer guidance and support to team members on complex requests.
- Drive effective quality monitoring, ensuring a robust framework, root cause analysis, and reporting.
- Liaise with outsourced administration providers to ensure consistent service levels.
- Handle recruitment, induction, training, and upskilling of team members.
- Manage the team through coaching, delivering feedback, conducting one-on-ones, performance reviews, and performance management.
- Maintain accurate and up-to-date processes, procedures, and knowledge management materials.
- Own, support, and deliver projects as required.
Requirements
- 1+ years of leadership experience in a contact centre environment within financial services, preferably superannuation.
- Proven track record of leading a team through operational excellence to successfully deliver key metrics in a contact centre environment.
- Experience in people leadership, including responsibility for recruitment, onboarding, training, upskilling, coaching, feedback, one-on-ones, performance reviews, performance management, and rostering.
- Demonstrated knowledge of tax, retirement, superannuation, and investment-related strategies, legislation, and compliance requirements.
Nice to Have
- Relevant qualifications, including RG146, will be highly regarded.
- Alignment with and demonstration of organizational values – Authenticity, Action, Connection, Curiosity, and Empathy.
Benefits
- A competitive salary, including short-term and long-term incentives, and access to an Employee Share Plan.
- Hybrid work arrangements.
- Wellbeing program that includes an extra 4 days of leave per year.
- Birthday leave.
- Purpose-aligned volunteer days.
- 20 days paid annual leave with an additional 3 paid days of annual leave between Christmas and New Year.
Compensation
A competitive salary, including short-term and long-term incentives, and access to an Employee Share Plan.
Work Arrangement
Hybrid work arrangements.
