Senior Contact Centre Sales & Retention Lead
Job details
About ahm
Simple, easy and affordable. That's our mission for health insurance.
We take a straightforward approach to creating positive experiences for our customers. So, our people are straightforward too. We are people who care about delivery, we like disruptive ideas and challenging what is considered 'normal'. We work flexibly, and look after our health and wellbeing - it helps us be at our best.
If you have passion for driving results, a strategic mindset, and a love of innovation, now is the time to join ahm.
The role As the Growth Channel Squad Lead you'll be responsible for managing our dynamic contact centre team and pushing forward the end to end management of our customer's retention and sales journey. You will be driving the strategic direction, vision and priorities as well as executing the day-to-day operational management of the customer squad.
This is a huge opportunity to drive the future state of ahm and create an environment of excellence & best practice. If you are passionate about creating a world class customer experience and want to explore new ideas then this is the role for you! (Plus you get to experience the 4 day work week with our ongoing trial across ahm)
You'll impact this role by: Being responsible for the contact centre team to help drive membership growth and revenue whilst delivering amazing customer experiences.
Drive growth initiatives and new growth pipelines across sales & retention.
Manage campaigns relating to end-to-end sales, cancellations and retention.
Drive recruitment, training and development strategies to further enable teams.
Track progress and establish performance metrics/KPIs for team leaders and additional agents.
Establish roadmaps and support the execution of squad/hub initiatives to create plans for delivery in the future.
Proactively seek ways to optimise processes and enhance customer satisfaction.
Lead and inspire a team of customer specialists, fostering a collaborative and high-performance culture.
Develop, oversee and manage the team to ensure the delivery of all operational/strategic, people and performance metrics
Create an autonomous squad model and be responsible to optimise the workforce to create a better customer experience.
About you 10+ years of experience in Sales and contact centre environments
At least 3+ years in a Leadership position with experience implementing change and directing strategy
Progressive mindset around contact centre environments and best practice
Strong business acumen with an excellent understanding of sales/lead dynamics
Excellent communicator with the ability to communicate with senior/executive level stakeholders
Customer first view with the ability to enable others into the same thinking
Ideally knowledge of aggregators, utilities, insurance or fin services however not essential
A career with us We know that to make health insurance simpler for all Australians, we need everyone on board. We believe in developing Indigenous careers. And we work hard to create an accessible and inclusive workplace. You can find out more about Medibank's Accessibility and Inclusion Plan here (no, that's not a typo, Medibank is our big sister brand). We encourage applications from candidates with a disability, if you require any adjustments or alternate formats of key information at any stage of the recruitment process, we welcome hearing from you via or(03) 8622 5666.
To start small and impact bigger.
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