Customer Experience Team Leader - Lead & Develop People
Healius
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Benefits offered by this job
Job summary
Healius is seeking a Customer Experience People Leader to guide and grow a team of Customer Experience Specialists. You will foster engagement, drive continuous improvement and deliver exceptional customer experiences across Australia, impacting operations and patient care.
You will lead coaching, manage performance, and collaborate with stakeholders to implement service excellence initiatives in a high-volume contact centre environment.
Qualifications
- 2+ years' leadership experience in a contact centre, customer service or high-volume operation.
- Experience in regulated industries such as healthcare, financial services or government is highly regarded.
Responsibilities
- Lead, coach and develop a team of Customer Experience Specialists and Senior Specialists.
- Manage team performance, engagement and development through leadership activities.
- Monitor operational performance and allocate work to support service delivery objectives.
- Conduct quality assurance audits and provide timely coaching and feedback.
- Drive achievement of customer experience, quality and operational targets.
- Partner with Customer Experience Coaches for capability development and training.
- Identify and implement continuous improvement opportunities.
- Collaborate with stakeholders to deliver positive customer outcomes.
Skills
Job description
Healius is seeking a Customer Experience People Leader to guide and grow a team of Customer Experience Specialists. You will foster engagement, drive continuous improvement and deliver exceptional customer experiences across Australia, impacting operations and patient care.
You will lead coaching, manage performance, and collaborate with stakeholders to implement service excellence initiatives in a high-volume contact centre environment.
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