Call Centre Team Leader

at  Tunstall APAC

ABOUT US

As part of a global company, Tunstall Healthcare is the market leader of telecare and telehealth solutions. Tunstall’s assistive technologies aid people with additional needs to maintain their independence, confidence and the ability to live in their own home. Our Australian and New Zealand teams provide support and assistance at the press of a button, delivering peace of mind and reassurance to clients and their families.

EXPERIENCE AND REQUIREMENTS

• Strong call centre experience
• Proven people management skills to lead in a high-performance culture environment to ensure the team delivers quality service to clients
• Demonstrated experience and success in measuring and coaching of performance targets and objectives
• Strong influencing skills with the ability to negotiate, resolve issues, and create process improvements
• Thrives in a team environment, helping others, solving problems together, and removing barriers to achieve results
• Strong communicator who has the ability to make decisions, be flexible in responding to changing priorities, work unsupervised, accept responsibility and act on directives
• Positive and highly motivated to succeed

PURPOSE OF THE ROLE

Reporting to the Head of Operations, this role works closely alongside fellow Call Centre Team Leaders across Australia and New Zealand, leading a team of Customer Care Consultants who take calls for our client’s personal medical alarms. This role coaches, supports and leads the Customer Care Team to provide consistent premium customer service and achieve required service agreements for our clients.

RESPONSIBILITIES

• Offer guidance and support to our Customer Care Consultants to ensure they provide excellence in customer experience and SLA compliance with emergency alarm calls and other support for our clients
• Assist with the day to day delivery of exceptional customer service and reporting requirements for our clients
• Provide end to end people and performance coaching, including career development and measurement of targets, mentoring and feedback, compliance/roster adherence, effective management of disciplinary matters and maintaining up to date records and reporting, with support and guidance from management and Human Resources
• Assist with developing and implementing strategies for continual improvement in operational effectiveness and finding efficiencies
• Delegate to and mentor the Senior Consultants to assist with their growth
• Contribute to strategic plans for the team and support the strategic plan at a company level