Contact Center Team Leader

Our Opportunity:

Across Home Health, we’re transforming the way we work in our local communities to improve health and care outcomes for customers. By working together, differently – we believe we will be able to plan and deliver better care for customers. We'll be able to support customers to live vibrant, healthier, more independent and fulfilling lives. And we'll help them to be part of thriving and supportive communities.

Based in our Clayton office, you will be responsible for leading a team of sales-oriented specialists to drive increased customer conversion to deliver acquisition targets and facilitate the transition of existing customers through funding streams. You will identify opportunities for process improvement opportunities as well as advise on scripts and processes that support consistency of experience and drive conversion.

Accountabilities include:

• Streamline processes and procedures to facilitate the seamless onboarding of customers and deliver optimal health outcomes.
• Identify opportunities to support growth targets and drive improved customer experience.
• Provide leadership and guidance to the Health Concierge Team (~15 direct reports).
• Lead the team to deliver strong lead pipelines, contribute to Home Health achieving revenue targets.
• Support team member development through performance management approach, including feedback, conflict resolution and career development
• Proactively engage with team members to monitor performance, understand skills and competence and identify areas for development.
• Manage team workloads to meet agreed priorities
• Implement initiatives that improve the nurturing and conversion processes to deliver a responsive and holistic engagement that increases the conversion of new customers and supports existing customers to transition through funding programs.
• Identify trends and proactively provide feedback to inform decision making in relation to customer markets and growth, and workforce planning.

About You:

To be successful in the role you will be a proactive and strongly self-motivated individual, able to succeed in an evolving business environment. The scope of work requires a deep understanding of both the aged care sector and sales cultural, as well as strong communication and collaboration skills. Further to this you will be able to demonstrate:

• Experience managing teams and driving achievement of targets.
• Sales and retention coaching experience in a contact center environment
• Genesys and Salesforce experience
• Inbound and outbound team leadership experience
• Certificate IV or Diploma qualification in community or aged care or administration is desirable (or equivalent experience).
• A working knowledge of funding instruments and regulations associated with in-home/community care services (desirable)

What’s on Offer:

You will enjoy a range of great employee benefits and rewards including:

• Competitive salary + bonus program
• Enjoy additional yearly Well-Being and Community leave days
• 14-week paid parental leave, with equal benefit for both parents PLUS our Bump to Baby
• Employee Referral Program
• Employee Assistance Program – support and assistance for you and your partner at those times in life when you need it most
• Maxxia Rewards - a great range of discounts and benefits at selected retail outlets, department stores, attractions, travel, cinemas, restaurants.
• Discounts across the Australian Unity business including Private Health Insurance, General Insurance + more!
• Available access to LinkedIn Learning courses through our great Learning platform

For further benefits visit: https://www.australianunity.com.au/careers/culture

Australian Unity is an Equal Opportunity employer and we encourage applications from all members of the community, including people of Aboriginal and Torres strait Islander descent, culturally and linguistically diverse backgrounds and, mature aged people