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Contact Centre Team Leader

Audika Australia - Adelaide, SA

Health, Medical & Pharmaceutical
Source: uWorkin


Opportunities like this do not come around often!

We are excited to be seeking a talented team leader to join our exceptional leadership team at the National Contact Centre for Audika, located city fringe at Parkside, Adelaide.


Audika is part of Demant, a world-leading hearing healthcare group that offers solutions and services to help people with hearing loss connect and communicate with the world around them. Worldwide the group employs more than 14,000 staff in more than 30 countries and distributes hearing healthcare and intelligent audio solutions to people in more than 130 countries. 

In Australia, Audika has over 400 clinics around the country who provide hearing services to our valued clients. We strive to put hearing care on the health care agenda and to improve the quality of life of people living with hearing loss. As a valued member of the Audika team, you will join this effort to help people reach their full hearing potential.

The Role

This is a great opportunity for an experienced outbound/Inbound team leader to join our growing Australia and New Zealand Contact Centre based in Parkside, Adelaide and evolving team that believes in adding value to the hearing impaired and their families.

The purpose of this position is to build, lead, and inspire your team so they achieve their set monthly targets and quality standards, whilst ensuring that the highest level of customer service is provided.



  • Inspire, motivate, and lead Customer Care Representatives to achieve and exceed established targets, and create a productive team identity
  • Accountable for adhering to performance metrics established by APCC Manager.
  • Lead by example at all times.
  • Manage performance of direct reports including communicating job expectations, coaching, performance reviews, development plans and enforcing company policies and procedures.
  • Identify opportunities and implement strategies to improve performance, quality of service, productivity, and profitability.
  • Responsible for performance management of staff when required

Call Quality and Monitoring

  •  Responsible for team call quality and service delivery standards, ensuring excellent standards are maintained, including adherence to call models.
  •  Ensure compliance and Quality within all channels.


  • Daily management of team member’s workflow as per the telemarketing campaign plan established by APCC.
  • Liaise with Marketing and Senior Business Analyst for optimal sales forecasting
  • Build excellent inter-team and inter-departmental relationships and drive this culture through the team.
  • Participate in and support ongoing Contact Centre projects when required
  • Coordinate and oversee the recruitment and retention of Customer Care
  • Representatives in consultation with People & Culture and the APCC Manager
  • Ensure feedback from clinics is responded to and resolved in a timely and professional manner
  • Ensure APCC processes are documented and performed to best practice standards
  • Foster positive and productive working relationships with CSO’s, Divisional Managers, and Regional/Area Managers
  • Undertake other related tasks which might reasonably be requested by APCC Manager.

Working Relationships

  • APCC Manager – Provide regular updates on team performance and seek assistance with team management and performance as required
  • APCC Agents – Manage agent performance and provide coaching to ensure targets are exceeded
  • APCC Senior Business Analyst – Liaise as required to enable timely and appropriate allocation of campaigns to agents. Provide feedback to the
  • Senior BA regarding data quality to enable analysis and feedback to Group Marketing
  • APCC Business Analyst – Work closely to ensure clinic and clients escalations and complaints are resolved in a timely manner. Provide feedback to BA on reporting and analysis requirements
  • Brand General Managers – Ensure delivery of brand appointment targets.
  • Receive clinic and client escalations and complaints and feedback resolutions to GMs
  • Group Marketing - Ensure delivery of brand appointment targets. Develop strong working relationships to facilitate seamless end to end business processes
  • Brand Divisional Managers and Regional/Area Managers
  • Head of People & Culture and HR Business Partners


  • Excellent time management skills
  • Strong customer service focus
  • Willingness to continually learn
  • Strong interpersonal skills and ability to communicate with internal and external stakeholders in a professional manner
  • Excellent verbal and written communication skills
  • Intermediate computer skills including ability to use Excel, Word, and Outlook
  • Established leadership skills
  • Ability to work under pressure and meet deadlines

Applications close 16/06/2021

NOTE: We review applications from multiple platforms and invite candidates for interviews continually, so don't delay, submit your application as soon as possible.

Don’t miss out on this exciting opportunity… Apply Now!

Please note: Only shortlisted candidates will be contacted

Adelaide, SA

Health, Medical & Pharmaceutical


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