Team Manager – Sales, Support and Advisory Services (SSAS) – Coolangatta


The Opportunity:A fantastic opportunity has arisen within Feros Care for a Team Manager to join the Contact Centre in Coolangatta. The purpose of this role is to lead, manage and drive performance of our National Contact Centre Sales, Support and Advisory Services (SSAS) team to deliver:Client Acquisition targets; specifically lead generation and conversion for both inbound and outbound teamsFeros Central Service Promise cultureService levels adherenceProcedural complianceImproved Employee Engagement ScoresNPS and quality outputsOMNI approach to interactions, using channels such as voice, webchat, email, SMSPersonalised nurture journeysAs a member of the Contact Centre Feros Central Leadership team you will contribute to the overall Contact Centre Operations and associated activities. Understanding the My Aged Care process and the overall Aged Care industry legislative requirements impacting client acquisition is core to this role however non-industry applicants are still encouraged to apply in consideration of a steep learning curve to gain the industry expertise.To view a full list of duties please see the attached Position Description.About You:You will be forward-thinking, positive, exceptionally motivated and display a high level of personal integrity. You love change, challenges and working in an environment with many competing deadlines and priorities. Your time management, organisational and decision making abilities are critical together with your ability to work with communicate effectively with stakeholders of all levels.Essential Criteria:5+ years managing high volume contact centre teamsAbility to thrive in a high change environmentExcellent organisation skills, time management, project prioritisationDemonstrated commitment to continued learningDemonstrated leadership, strong negotiation and conflict resolution skillsProficient understanding of general web-based technologies.Strong analytical and problem solving skills.Outstanding interpersonal, relationship building skills conducive to team collaborationWell spoken, articulate and capable in business operations writing & presentationsDesirable Criteria:Experience in aged or community care, insurance, private health, telco, banking or airline industriesExperience in workforce management practices.Managing teams in a high pressured environmentTertiary qualifications in management, health/aged care or similarWhy Feros Care?Our extensive range of staff benefits include:Salary PackagingComprehensive health and wellbeing initiatives including access to gymsAccess to personal and professional developmentYou may be wondering who is Feros Care and why would I want to work there? We are a not-for-profit, people centred organisation that is dedicated to raising the profile of senior people and supporting them to live their BEST LIFE! We are focused on delivering our customer promise and pride ourselves in our technology and in our staff.  You can benefit from salary packaging (up to $15,899 per annum) and free gym access.Now if what we have said has excited you and believe you fit the brief we would love to hear from you.Please note that successful applicants are required to complete a criminal history statutory declaration and undergo an Australian Federal Police Check.At Feros Care, we truly believe that ‘everyone matters’ and actively seek to include, welcome and value the unique contributions of all people.  Our culture, our core values and the connection we have with the community is driven by our 860 staff members who represent 28 different cultures including Aboriginal and Torres Strait Islanders.  We strive to be a leader and advocate for diversity and inclusion. We harness a culture that embraces individual differences in all its glory.We encourage people with disability, lived experience of disability, Aboriginal and Torres Strait Islanders and people from culturally diverse backgrounds to apply for this job.Applications close 14th October 2017Job File 1 :  SSAS Team Leader PD Australia - QLD Gold Coast

Team Manager - Sales, Support and Advisory Services (SSAS) - Coolangatta

  • Full Time position
  • Beach front office based in Coolangatta
  • High Profile Aged Care Company

The Opportunity:

A fantastic opportunity has arisen within Feros Care for a Team Manager to join the Contact Centre in Coolangatta. The purpose of this role is to lead, manage and drive performance of our National Contact Centre Sales, Support and Advisory Services (SSAS) team to deliver:

  • Client Acquisition targets; specifically lead generation and conversion for both inbound and outbound teams
  • Feros Central Service Promise culture
  • Service levels adherence
  • Procedural compliance
  • Improved Employee Engagement Scores
  • NPS and quality outputs
  • OMNI approach to interactions, using channels such as voice, webchat, email, SMS
  • Personalised nurture journeys

As a member of the Contact Centre Feros Central Leadership team you will contribute to the overall Contact Centre Operations and associated activities. Understanding the My Aged Care process and the overall Aged Care industry legislative requirements impacting client acquisition is core to this role however non-industry applicants are still encouraged to apply in consideration of a steep learning curve to gain the industry expertise.

To view a full list of duties please see the attached Position Description.

About You:

You will be forward-thinking, positive, exceptionally motivated and display a high level of personal integrity. You love change, challenges and working in an environment with many competing deadlines and priorities. Your time management, organisational and decision making abilities are critical together with your ability to work with communicate effectively with stakeholders of all levels.

Essential Criteria:

  • 5+ years managing high volume contact centre teams
  • Ability to thrive in a high change environment
  • Excellent organisation skills, time management, project prioritisation
  • Demonstrated commitment to continued learning
  • Demonstrated leadership, strong negotiation and conflict resolution skills
  • Proficient understanding of general web-based technologies.
  • Strong analytical and problem solving skills.
  • Outstanding interpersonal, relationship building skills conducive to team collaboration
  • Well spoken, articulate and capable in business operations writing & presentations

Desirable Criteria:

  • Experience in aged or community care, insurance, private health, telco, banking or airline industries
  • Experience in workforce management practices.
  • Managing teams in a high pressured environment
  • Tertiary qualifications in management, health/aged care or similar

Why Feros Care?

Our extensive range of staff benefits include:

  • Salary Packaging
  • Comprehensive health and wellbeing initiatives including access to gyms
  • Access to personal and professional development

You may be wondering who is Feros Care and why would I want to work there?

We are a not-for-profit, people centred organisation that is dedicated to raising the profile of senior people and supporting them to live their BEST LIFE! We are focused on delivering our customer promise and pride ourselves in our technology and in our staff.  You can benefit from salary packaging (up to $15,899 per annum) and free gym access.

Now if what we have said has excited you and believe you fit the brief we would love to hear from you.

Please note that successful applicants are required to complete a criminal history statutory declaration and undergo an Australian Federal Police Check.

At Feros Care, we truly believe that ‘everyone matters’ and actively seek to include, welcome and value the unique contributions of all people.  Our culture, our core values and the connection we have with the community is driven by our 860 staff members who represent 28 different cultures including Aboriginal and Torres Strait Islanders.  We strive to be a leader and advocate for diversity and inclusion. We harness a culture that embraces individual differences in all its glory.

We encourage people with disability, lived experience of disability, Aboriginal and Torres Strait Islanders and people from culturally diverse backgrounds to apply for this job.

Applications close 14th October 2017

Job File 1 :   SSAS Team Leader PD

To apply online, please click on the appropriate link below. Alternatively, for a confidential discussion, please contact Katy Cox on 07 5669 0593, quoting Ref No. 775946.