National Contact Centre Manager Service
at Bupa
Melbourne VIC 3000, Victoria, Australia -
| Start Date | Expiry Date | Salary | Posted On | Experience | Skills | Telecommute | Sponsor Visa |
|---|---|---|---|---|---|---|---|
| Immediate | 27 Sep, 2024 | Not Specified | 28 Jun, 2024 | 5 year(s) or above | Good communication skills | No | No |
Required Visa Status:
| Citizen | GC |
| US Citizen | Student Visa |
| H1B | CPT |
| OPT | H4 Spouse of H1B |
| GC Green Card |
Employment Type:
| Full Time | Part Time |
| Permanent | Independent - 1099 |
| Contract – W2 | C2H Independent |
| C2H W2 | Contract – Corp 2 Corp |
| Contract to Hire – Corp 2 Corp |
Description:
ABOUT BUPA ASIA PACIFIC
From aged care homes receptionists, dental surgeons, telehealth and admin, to our call centres, data professionals and tech gurus, we’re all in it together – 22,000+ people who keep inspiring each other to explore new possibilities, wherever the challenges of the healthcare world take us.
Responsibilities:
ABOUT THE ROLE:
Bupa is embarking on an exciting journey, that will offer new opportunities for us to engage with our customers and our staff on a meaningful level. The National Contact Centre Manager – Customer Service is an essential part of this journey. The correct candidate will directly impact Bupa in becoming the world’s most customer-centric health care company.
Your role will focus heavily on leading a dedicated remote workforce, fostering a high-performance culture where innovation is the norm.
This is a permanent, hybrid-working, full-time role that can be based in Melbourne or Brisbane. Travel between Melbourne and Brisbane will be required on a quarterly basis for this position.
Key accountabilities of this role include:
- Delivering best Average Speed to Answer (ASA) with available resources – and ensuring First Call Resolution (FCR) rates are as high as possible. Driving customer NPS outcomes
- Working closely with the Service Execution Managers to ensure seamless implementation of initiatives, products and process change across Service Contact Centres.
- Actively managing FTE to ensure requirements are met in line to Annual Operating Plan (AOP)
- Creating an environment where people strive to do their best work and are highly energised
- Leveraging technology to optimise flexibility for your team, which enables them to provide a customer-centric experience to our members
- Ensuring that the department’s ongoing capability development meets future needs and the seamless implementation of initiatives and integrated service delivery strategy
- Act as a role model in line with Bupa Australia’s values, providing direction, support and coaching to Team Leaders
- Monitoring compliance and putting fair treatment of customers at the heart of what you say and d
REQUIREMENT SUMMARY
Min:5.0Max:10.0 year(s)
Outsourcing/Offshoring
Sales / BD
Customer Service
Graduate
Proficient
1
Melbourne VIC 3000, Australia
