Supervisor CAC

at  LifeWorks

TELUS Health is empowering every person to live their healthiest life. Guided by our vision, we are leveraging the power of our leading edge technology and focusing on the uniqueness of each individual to create the future of health. As a global-leading health and well-being provider – encompassing physical, mental and financial health – TELUS Health is improving health outcomes for consumers, patients, healthcare professionals, employers and employees.
Location- Sydney, Melbourne, Perth
Shift timings- 8am to 4 pm Sydney time
Hybrid working- 3 days a week from office
1 years fixed term contract
About the role
To coach, mentor, and lead the Care Access Centre (CAC) team towards achieving exceptional performance in customer service, team collaboration, and commercial success.

What will you be responsible for:

• Manage employee performance, recruitment, and selection, while fostering a healthy and positive work culture.
• Oversee reporting metrics, including call quality (SLA metrics), stakeholder reporting, and complaint management.
• Implement and contribute to departmental strategic initiatives related to systems, processes, and procedures, supporting continuous improvement.
• Maintain accuracy and attention to detail.
• Adhere to and comply with all company policies.
• Deliver agreed SLA targets across the EAP Customer Service team.
• Collaborate with the Workforce Management Team for real-time management, scheduling/rostering, and training.
• Provide exceptional customer service to both internal and external customers.
• Ensure all interactions and communications meet the highest standards across all mediums.

What are we looking for-

• Senior Secondary High School Certificate or relevant work experience
• Minimum 3 years of inbound contact centre experience preferred
• Minimum 2 years of leadership, team management experience
• Strong computer skills, particularly in Excel
• Desired – Experience in the Mental Health industry would be highly regarded

Key Competencies and Skills

• Excellent communication and interpersonal skills
• Strong problem-solving and decision-making abilities
• Strong organizational and time management skills
• Ability to adapt to change and manage multiple tasks

Reporting Structure

• Reporting to the Manager of Risk & HCE Operations.

A bit about us
We’re a people-focused, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world.
TELUS is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment. We offer accommodation for applicants with disabilities, as required, during the recruitment process.
The health and safety of our team, customers and communities is paramount to TELUS. Accordingly, we require anyone joining our TELUS Health Care Centres to be fully vaccinated for COVID-19.
By applying to this role, you understand and agree that your information will be shared with the TELUS Group of Companies’ Talent Acquisition team(s) and/or any leader(s) who will be part of the selection process

• Manage employee performance, recruitment, and selection, while fostering a healthy and positive work culture.
• Oversee reporting metrics, including call quality (SLA metrics), stakeholder reporting, and complaint management.
• Implement and contribute to departmental strategic initiatives related to systems, processes, and procedures, supporting continuous improvement.
• Maintain accuracy and attention to detail.
• Adhere to and comply with all company policies.
• Deliver agreed SLA targets across the EAP Customer Service team.
• Collaborate with the Workforce Management Team for real-time management, scheduling/rostering, and training.
• Provide exceptional customer service to both internal and external customers.
• Ensure all interactions and communications meet the highest standards across all mediums