At EDA, our purpose is to protect the lifestyle of the outdoor adventurer. Not only do we own and represent some of Australia's most recognisable niche brands (Club 4x4 & KT Insurance) in the consumer insurance market, we're passionate advocates for people to live their best life – and that includes our employees
We're not your standard insurance company selling standard policies to standard vehicles – we're here for the outdoor adventurer Think modified 4X4, RVs and Caravans that get our customers off the beaten track and enjoying our beautiful country – we love to hear about their adventures (and they're vehicles)
Looking for your next big leadership adventure? We're looking for an experienced Call Centre Team Leader to join our buzzing Sales & Services squad on the gorgeous Sunny Coast in Maroochydore, QLD. Co-locate with your crew, drive results, and help every customer interaction be truly memorable, all while having some fun This role is based on-site with some flexibility to work from home, Monday to Friday within our operating hours of 7am–6pm, with no nights and only the occasional Saturday.
As a Call Centre Team Leader, You Will
* Be passionate about driving a high performance and sales culture to achieve brand revenue, growth, and retention targets by setting, monitoring and coaching to clear performance standards and expectations.
* Inspire and motivate teams to drive growth and exceed performance metrics.
* Build a resilient, agile team, and a culture of simplicity, innovation, and continuous improvement, supporting teams to adapt quickly and readily to change.
* Coordinate and take ownership of the daily operational performance across the call centre, ensuring exceptional customer service is provided to our customers.
* Implement and conduct regular, effective leadership routines such as 1:1's, group coaching, sales team meetings etc.
* Lead and develop a performance culture that is customer focussed with embedded risk management and safety values.
* Provide support and guidance regarding customer or process queries and product knowledge, including escalated queries and complaints resolution.
* Utilise data and insights to drive operational efficiency and optimisation of resourcing, scheduling, workflow, and capability uplift opportunities.
* Ensure compliance with all internal policies, procedures and external legislative requirements.
* Develop strong working relationships across the business to lead or support initiatives aligned to our strategy, business performance or increasing customer satisfaction.
* Maintain effective communication and ensure team members are kept up to date regarding new products, new promotions, new processes & procedures, system enhancements and any other important updates to Contact Centre operations.
About The Successful Applicant
* Minimum 2 year's experience in a leadership position
* Minimum 4 years' experience in a Call/Contact Centre environment.
* Understanding of Insurance or Financial Services industries and niche brands highly regarded.
* Demonstrated leadership skills, including the ability to coach, mentor and develop teams.
* Base-level experience in managing performance and conduct matters, with support from HR, in line with employer obligations.
* Ability to analyse performance and implement coaching plans that drive productivity and performance.
* Influencing, negotiation and conflict resolution skills across internal and external stakeholders.
* Strong operational planning, problem solving and analytical skills.
* Proven ability to initiate and manage change across business.
* Ability to work in an environment that is challenging and constantly changing.
* Strong numeracy and literacy skills with a background of producing reports and identifying data trends.
* Highly effective interpersonal and communication skills (written and verbal)
Why us?
* A competitive base salary with potential to earn a yearly bonus.
* Flexibility through a hybrid working environment, including some work from home.
* An opportunity to engage with a variety of stakeholders and functions within the wider business.
* A role where you can make a significant impact towards people and business growth.
* Career, training and personal development opportunities.
* Significant discounts on our insurance products.
* A day off for your birthday
Ready for your next adventure? Apply now
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