Team Leader – inbound and outbound

Do work that matters

As Team Leader you are responsible for coaching and developing a number of contact centre representatives in our Group Super team which consists of both inbound and outbound functionalities. You will be tasked with leading a team that optimises business efficiency, delivering on an exceptional service experience for all clients, advisers, employers and related entities.

See yourself in our team

Our division of Client Operations is one of the business units within Colonial First State.  Client Operations is the largest division in CFS with over 400 staff, responsible for the day to day operations of client, adviser, employer and third party interactions. 

Your team is our Group Super team, consisting of both inbound and outbound functionalities.

The inbound team are responsible for managing all telephone interactions including transactions, account maintenance, client education and all other end to end queries regarding client accounts.

The outbound team look after member engagement through a combination of welcome calls and targeted campaigns.

We do this by:

• Developing personalised coaching plans and targeting areas for development that are specific to each individual;
• Conducting weekly reviews of customer satisfaction results and contacting clients and advisers to understand feedback.  Working with other team leaders across Client Operations to ensure continuous improvement based on this feedback;
• Regularly reviewing performance on each individual through structured 1 on 1;s, formalised performance reviews and side by side call listening and coaching sessions;
• Understanding individual performance and taking action to mitigate performance issues through structured performance plans;
• Managing client escalations to ensure a high level of client satisfaction and analysing client feedback to initiate improvements across the Contact Centre and Client Operations;
• Reporting on daily and weekly key metrics relevant to your team and the contact centre;
• Building key stakeholder relationships that will improve the overall service experience to our clients, advisers and employers;
• Managing Career and development planning for all team members.

Your path looks like:

If you live the values and demonstrate the people capabilities we can offer great opportunities. Whether you are looking for a lateral opportunity across Client Operations, CFS or the CBA Group.  A strong Leader will also be afforded succession planning opportunities into more senior management roles. 

We’re interested in hearing from people who possess:

• Strong leadership and interpersonal skills
• Proven success in a contact centre environment
• A strong customer focus
• Ability to develop strong relationships, both internally and externally, with people at all levels.
• The ability to organise, prioritise and manage time
• The ability to understand and solve complex problems
• 3 years’ experience in a customer service role preferably within a call centre
• Previous leadership experience
• Understanding of contact centre metrics preferred
• Tertiary qualifications in a relevant discipline preferred (Finance / Commerce / Business)
• RG146 compliance valuable, but not required

At CommBank, we're committed to building a diverse and inclusive workforce reflecting the customers, businesses and communities we serve. As a value's driven organisation, we nurture and support our people; through focussing on skill and talent development, collaboration, flexibility and internal promotion. With service in mind at every touch point, we take accountability for the role we play in securing and enhancing the financial wellbeing of people, businesses and communities. At CommBank you can be you. 

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