Team Leader

2 weeks ago

Auckland City, New Zealand MoleMap Full time

**About the Company**:
At MoleMap our purpose is simple. We give people their best chance against skin cancer so that maybe one day we can live in a world where skin cancer no longer takes lives.

Our team of Melanographers and the Dermatologists we work with have been detecting and diagnosing melanoma for over two decades, and our new full treatment clinics mean we are a premium skin health care provider across Australasia.

Only MoleMap’s proven system combines head-to-toe skin mapping by trained Melanographers with expert diagnosis of any suspicious moles by specialist Dermatologists, and accurate and timely clinical treatment by specialist GP's.

That’s what makes us unique and what makes our skin cancer detection & treatment service so effective.

**About the Role**:
Our Customer Care Team Lead is accountable for hiring, training, and managing the team to handle customer service issues. You will manage the team through the seasonal nature of our business and ensure the right quarterly goals are set and met to and ensure a the customer experience is excellent.

Grow and develop a team of passionate inhouse customer care legends as our new Team Lead for the Customer Care team. You will have call centre and customer service accountability across Australia and New Zealand and be reporting to a super experienced and supportive Chief Operating Officer so you can be positioned to achieve maximum career success.

With complete accountability to make this inhouse customer care function the industry gold standard, this is an exciting role for someone who is ready to raise the bar and maximise their impact for a purpose that means something.

A natural coach and leader, with excellent written and verbal communication skills, your main responsibilities will be as follows:

- Develop objectives for the call center’s day-to-day activities
- Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
- Collect and analyze call-center statistics (booking rates, costs, customer service metrics etc.)
- Assume responsibility of budgeting and tracking expenses
- Hire, coach and provide training to the team to maintain high customer service standards
- Monitor and improve processes and procedures
- Evaluate performance with key metrics (accuracy, call-waiting time, report turn around time etc.)
- Consult with dermatologists, melanographers and various other stakeholders to provide feedback and be the voice of the customer.

**About the Team**:
When our customers book with us, it's the customer care team that makes sure they have all of the important information about what to expect. Once they have had their MoleMap, it's the customer care team that co-ordinates between the customer, the Melanographer and the Dermatologist. When there is a diagnosis, it's the customer care team that makes sure their report gets to them quickly, is accurate and informative about the appropriate next steps they need to take.

**About You**:
The following professional attributes will put you in the running for this awesome role:

- Proven experience managing an inhouse call centre and making it hum will be highly regarded.
- Technologically savvy with a preference for automation and continuous improvement will see you stand out.
- Preferably you will be commercially minded also with experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)
- Experience using 8x8 call centre program and the Team's and Office 365 environment.

The following personal attributes will see you stand out from everyone else:

- Positive, open and growth minded leadership style
- Excellent planning and organizational skills with an agile approach to problem-solving
- Warm, articulate and able to use previous experiences to coach, mentor and influence others.

**Why MoleMap?**:
We love our people and we want them to love us, which is why provide many benefits like an all expenses paid trip to New Zealand once a year to attend our 2 day company conference, paid professional development, Spot-Light (our very generous reward and recognition program), “Impact Day” once a year, which is a paid day off help you give back to your choice of community organisation, and we even have “Celebrate YOU Day" which gives you a paid day off each year to celebrate your birthday

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