Inbound Contact Centre Lead

at  Montu

Company Description
Montu is one of Australia’s leading health tech businesses and a leader in alternative health services. With operations in Australia and Europe, we take a technology-first approach to reshaping the landscape for suppliers, practitioners, pharmacies and patients. Montu operates a fully integrated, end-to-end ecosystem of healthcare companies that touches every part of the alternative health experience, from patient care through to pharmacy dispensing, clinical education, product development, wholesale distribution and more. Our brands include Alternaleaf, UMeds, Leafio and Saged.
Recognised by the Deloitte Fast 50 as the fastest growing tech company in Australia for two years running – with revenue growth of over 26,000% and 9,000% – Montu is now the largest business of its kind outside North America.

The ideal candidate will possess the following qualifications and skills:

• Proven experience handling high-volume customer queries and resolutions.
• At least 2 years of experience in a Contact Center Lead or similar role.
• Strong leadership, communication, and interpersonal abilities.
• Strategic planning and organizational expertise.
• Proficiency in contact center software and data analysis tools.
• Effective problem-solving skills, particularly in patient issue resolution.
• Excellent organizational skills with the ability to multitask and manage daily administrative duties.
• High-level IT proficiency with the capacity to quickly learn new systems.
• A collaborative team player with experience working in cross-functional teams

THIS ROLE IS AN AUSTRALIA-BASED, FULLY WORK-FROM-HOME POSITION.

Job Description
We are seeking a motivated and experienced Inbound Contact Center Lead to oversee the daily operations of our inbound customer service department. The successful candidate will manage a team of Patient Experience Team Leads, driving operational excellence and ensuring the highest standards of customer service. This role requires strategic planning, performance management, and the ability to act as a key liaison between the contact center and senior leadership. The ideal candidate will provide insights, report on performance metrics, and align the contact center’s goals with Montu’s overall objectives.

DUTIES AND RESPONSIBILITIES:

• Oversee and manage a team of Patient Experience Team Leads.
• Implement strategies to improve contact center performance and foster a culture of continuous improvement.
• Provide training, coaching, and conduct performance appraisals for direct reports.
• Identify and address priority issues affecting service delivery.
• Maintain high team performance and engagement.
• Advocate for continuous improvement and maintain patient satisfaction at the core of all decisions.
• Ensure exceptional patient experience and collaborate with the Operations Manager on initiatives to improve satisfaction.
• Work with other departments to address operational challenges.
• Analyze contact center data, prepare reports on KPIs, and provide insights to senior leadership.
• Use data-driven decision-making to enhance operations.
• Perform additional duties as required.
  Qualifications

The ideal candidate will possess the following qualifications and skills:

• Proven experience handling high-volume customer queries and resolutions.
• At least 2 years of experience in a Contact Center Lead or similar role.
• Strong leadership, communication, and interpersonal abilities.
• Strategic planning and organizational expertise.
• Proficiency in contact center software and data analysis tools.
• Effective problem-solving skills, particularly in patient issue resolution.
• Excellent organizational skills with the ability to multitask and manage daily administrative duties.
• High-level IT proficiency with the capacity to quickly learn new systems.
• A collaborative team player with experience working in cross-functional teams.

Additional Information
You will be joining a highly motivated, dynamic team, where your ideas and contribution will be highly valued, and directly influence the direction and progress of the business.