Job Description

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

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.