About the Role
The primary objectives of this role are to support the Team Leader Contact Centre delivering the
following:
• To Evaluate and Measure the Quality of Interaction of Contact Centre Agents with our Members on
a weekly basis through the various channels of Member Interaction.
• Coaching and Monitoring of Contact Centre Agents on a weekly basis upon evaluation of the quality
of member experience exhibited and the agent’s performance
• Provide a thorough onboarding and training experience to Contact Centre Agents initially and throughout
their tenure in their roles
• Train Contact Centre Agents on our products and service and knowledge and all the systems used in their
role.
• Identify training needs determined during the member interaction process with the members and conduct
on-going training refreshers sessions.
• Conducting Pulse checks to our members
Requirements
KEY ACCOUNTABILITIES: PERFORMANCE MEASURES:
1. Organization
As a member of the Contact Centre Team, Customer Service this position is responsible for:
• Contributing to the Contact Centre’s and Customer Service’s Key Initiatives.
• The Overall Quality Outcome of the Member Experience through the Contact Centre
• Evaluating and Measuring the Quality of Member Experience provided to the Members by the Contact
Centre Agent through the various interaction channels
• Creating a positive environment of training and coaching Contact Centre Agents
• Conducting Pulse checks to our members
2. Business Operations
• Evaluate and Measure the Quality of Interaction: On a weekly basis evaluate and measure the quality of
interaction of Contact Centre Agents with our Members through the various channels
Coaching and Monitoring: Coach and Monitor Contact Centre Agents on a weekly basis upon evaluation of
the quality of member experience.
Evaluate six (6) member interactions per agent, per week.
• Feedback on Agent Performance: Provide weekly feedback sessions to Contact Centre Agents on their
performance and provide that information to each agent, the Team Leader Contact Centre & Manager
Customer Service
• Weekly and Monthly Reporting: Provide Weekly and Monthly Reports to the Manager Customer Service
and Team Leader Contact Centre on the overall Performance Quality of the Contact Centre Staff when
interacting with our Members through various Contact Centre touchpoints.
• Training and Development: Provide a thorough onboarding and training experience to Contact Centre
Agents initially and throughout the tenure of their roles. In the process onboarding them through the
various forms used to measure the agent's performance.
• Identify Training Needs: Identify the training needs and create and implement plans to address and resolve
those needs and gaps in knowledge.
• Conduct Pulse Checks: Responsible to conduct Pulse Checks on our Members by gauging their experience
on the level of service provided on a Monthly basis. Providing Monthly reports on the outcome of those
Pulse Checks to Manager Customer Service. If the feedback is a detractor work with the member to make
them a promotor.
• Initiatives and Motivational Strategies: Lead and facilitate Customer Service initiatives and motivational
programs
• Learning Program Administration: Managing the administrative aspects of learning and development
programs for the Contact Centre and Customer Service Team. This includes scheduling training sessions,
managing participant registrations, tracking training records, maintaining training-related documentation,
and liaising with IT department to ensure correct set up and equipment requirements are provided for in-
house training sessions/programs
• Collaboration and Stakeholder Engagement: Working with the Team Leader Contact Centre, Manager
Customer Service, Customer Service Team, Branch Network Team, Finance, ESR, BMC, PMO, IT, Change &
HR Teams, effectively to achieve Department and Organisational Targets.
3. Financial
• Support Team Leader Contact Centre with managing costs.
• Be cost conscious when initiating Contact Centre & Customer Service initiatives.
4. Relationship Management
• Collaborate with internal & external stakeholders to ensure collective commitment to action and the
achievement of your objectives.
5. People and Talent Development
• Undertake Leadership & Professional Development to remain relevant and effective in an evolving business
environment and for future successive roles.
6. Key Relationship
Internal:
Team Leader Contact Centre, Team Leader Member Benefits, Team Leader, Customer Relations, Manager Customer Services and General Staff/Other of our client's business units.
External:
Kina Investment and Superannuation Services and any other relevant external stakeholder as required.
7. Compliance - Ensure compliance to:
• BPNG Prudential Standards.
• Our client's policies and procedures.
• Benefit Payment Procedural Manual
• Contact Centre Procedural Manual
• Code of Conduct.
• IT policies and procedures.
• Furnish all reports and recommendations as required.
8. Organisational Values Ensure behaviour of self is in accordance with the expected positive output
of each values (Service Excellence, Collaboration, Openness, Trust, and Innovation).
9. Occupational Health & Safety
• Participate in the culture of cooperation, collaboration and responsibility through to maintain a safe and healthy workplace.
• Adhere to OH&S obligations and ensure a safe working environment.
10. Key Success Factors • Overall Call Quality of 95% & Above
• Overall Email Evaluation Score of 95% & Above
• Overall Outbound Call Quality of 95% & Above
• Overall Live Chat Evaluation Score of 95% & Above
• Good NPS Score
• Pulse Check provides more promoters than detractor score.
• Ensure new Contact Centre Agents are properly onboarded & trained.
• Ensuring training refreshers are conducted for the Agents.
• Effectively Coaching Agents on their performance and gaining a positive
change in behaviour and member interaction.
• Timely preparation of Weekly & Monthly reports the Contact Centre
Team’s Member Interaction Performance
• Timely Weekly Engagement with Contact Centre Staff
• Facilitate and support team activities around team motivation & team bonding.
• Being compliant to employment laws, regulations, policies and processes
• Ensuring own learning and development is a focus area.
About the Company
Our client is a defined contribution fund (accumulation fund) approved under the Superannuation (General Provision) Act 2000. The Fund is governed by the Board of Directors of our client, the Fund's Corporate Trustee ("the Trustee").
The Fund exists to invest amounts contributed by or on behalf of Members for their retirement. It has no purpose other than to serve the interests of its membership.
The Trustee's primary responsibility to the Fund's Members is to ensure that the Fund is run according to the principles of good corporate governance. To achieve this objective, the Board implements five key governance principles across the entire operation of the Trustee and the Fund:
1: Compliance with the law. 2: Effective leadership. 3: Integrity. 4: Accountability. 5: Risk management