Bupa Medical Visa Services delivers health assessments on behalf of the Australian Government to our customers who are applying for visas to live, work or study in Australia. We are known for our welcoming, rewarding, and high-performing workplace, with our customers at the heart of everything we do.

As the Contact Centre Manager, you will lead and empower our frontline team, fostering adaptability and strong stakeholder relationships. This dynamic role is crucial for Bupa and Health Services programs, involves overseeing administration, processing tasks, and ensuring operational efficiency. 

As the manager you will collaborate with the Leadership team to enhance standardised processes, delivering exceptional employee and customer experiences, outstanding client outcomes, and ensuring the highest level of clinical safety and quality. 

This is a full-time role, on a 12month fixed term contract.

As a Contact Centre manager your duties will include: 

• Lead, coach and mentor the team to deliver results in line with agreed performance targets
• Manage workflows across multiple channels and ensuring high quality service
• Communicate effectively with internal stakeholders, whilst building strong working relationship
• Manage external agency and state/territory queries, troubleshooting complex issues & achieving best outcomes for all stakeholders 
• Produce and manage business and stakeholder reporting
• Support the delivery of projects, including preparation of business requirements and project plans
• Identify and implement innovative solutions towards process improvement 
• Create an environment oriented to trust, open communication, creative thinking, and cohesive team effort

About You 

• Excellent verbal and written communication skills 
• Experience in dealing with complaints and escalations 
• The ability to coach, train, and motivate employees and evaluate their performance; 
• Excellent problem solving, leadership, and customer service skills; 
• Analytical skills and the ability to understand data and trends; 
• Strong ability to plan and prioritise workloads for teams, across multiple channels;
• Call Centre team leadership experience is required

Why work at Bupa? 

We reward our people and celebrate their success. From providing initiatives that develop careers to looking after our people’s health, wellbeing, and futures.

Our health is the most important thing we have and at Bupa, caring is at the centre of everything we do – helping people live longer, healthier, happier lives and making a better world. We also know that to care for our customers, we must first care for our people. That is why Bupa has launched Viva Healthier and Happier – our new and comprehensive global health and wellbeing program for our employees. It includes all aspects of health – from mental and physical, to financial, social and environmental wellbeing.

Through the Viva Healthier and Happier program, we’re providing health benefits for everyone who works at Bupa, no matter their role. We want to support our people to be the healthiest and happiest versions of themselves.

Apply now!

 At Bupa, we are striving to create and sustain a safe and inclusive workplace. We welcome applicants from all cultural backgrounds, genders, and abilities. If you require any adjustments to participate in our recruitment process, please let us know at the time of your application.