Add expected salary to your profile for insightsWith more than 218,000 members we’ve been a part of the Tasmanian community for 100 years – we're Tasmania’s shoulder to lean on and voice when it matters. Our values guide us in all that we do – Engage with Heart, Unleash Potential, Walk the Talk and Together we Thrive. With our local knowledge and as the state’s number one brand we’re here to support our members by helping them enjoy life, giving them a helping hand and making their money go further.About the role:We have a unique and fantastic opportunity for a passionate leader to join the contact centre as Operations Lead on a fulltime basis. Fulltime is 38 hours per week, working between the hours of 8:00am to 6:00pm Monday to Friday. Due to the nature of the role, providing support and guidance to a team of consultants within the contact centre, the role is predominantly based in Hobart.The Operations Lead is responsible for leading, coaching, and mentoring Contact Centre Consultants to deliver a consistently exceptional member experience. Working with the Manager, Operations Delivery and with peers, this role will support capability to operate an efficient, flexible, and highly engaged member-centric Contact Centre handling multiple product and service enquiries.The successful candidate will:Support the development and maintenance of RACT’s culture by living and championing RACT values, behaviours, and policies.Build, lead, coach, and mentor your team to consistently deliver exceptional service and customer experience outcomes.Actively engage with staff to deliver on the activities that form part of RACT’s Performance Review/Management Process.Maintain an up-to-date knowledge of all products, services and PDS to ensure exceptional service delivery.In conjunction with Workforce Planning, monitor day-to-day resource management to ensure service level goals are achieved.Work cross-functionally across Group Operations to ensure the objectives of the business are being met and outcomes delivered.Monitor and drive the performance of the team, through strong coaching and leadership.Ensure all daily transaction requirements, administrative tasks and other duties are carried out in accordance with current company and legislative practices and procedures.Conduct Quality Assurance monitoring in accordance with business practices.Participate in, lead, and implement special projects as they arise to support company, individual and business objectives.Prepare budgets and business plans in collaboration with Manager, Operations Delivery.Support the RACT’s commitment to the prevention and detection of fraud, corruption, and theft by complying with applicable laws and internal practices.Ensure all complaints, opportunities for improvement (internal & external) and positive feedback from customers are managed.Be familiar with and promote RACT’s WH&S management system framework and support compliance within your areas of responsibility to minimise risks for self, colleagues, and customers.Actively demonstrate alignment to RACT’s values and behaviours.Qualifications/Experience:Minimum 2 years in people leadership role, or relevant demonstrable experience working in a contact centre role.Highly developed interpersonal and leadership skills, including ability to interact with and influence people at all levels.Proven ability to initiate and manage change.Excellent problem solving and analytical skills.Demonstrated passion to work in a high achievement, sale focused, outcome driven team.Ability to achieve outcomes with minimal direct supervision.Highly developed computer literacy, particularly with common office applications.Ability to adapt in a changing environment.Experience in role requiring adherence to legislation and regulatory requirements is an advantage.At RACT, we’re not just a workplace – we’re a community. When you join our team, you become part of something bigger. Your ideas and the work you do will help shape our community and environment.Here’s why you’ll love being part of our team:Flexible work: Life isn’t one size fits all, and neither is our work. Balance your commitments with our flexible work environment.Career growth: We invest in your development because your success is our success.Superannuation contribution matching: For every dollar you contribute to your superannuation, we’ll match it up to 2%.Staff discounts: Enjoy significant discounts on RACT products.Extra leave: Three extra days on top of annual leave – because self-care matters.Dog-friendly days: You read that right. Bring your furry friend to the office – tail wags guaranteed!Volunteer opportunities: Make a difference beyond the office walls.By joining RACT you'll be a part of an inclusive culture that celebrates diversity – every individual is valued and respected. We invite people from all backgrounds to apply.Ready to join the RACT family? We would love to hear from you!Reach out to our People and Culture Team at peopleandculture@ract.com.au if you have any questions about this role or working with RACT. Please submit your applications via SEEK and attach an up-to-date CV and cover letter by 5pm Thursday 3rd April 2025.
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