Company Overview:

Join one of the fastest-growing financial organizations in Australia, The Finsure Group. Established in 2011, our rapid growth is driven by offering the strongest value proposition in the market to our mortgage brokers. As a market leader, we place a high value on excellence in all areas of the business. We are proud winners of the Aggregator of the Year 2022 at the Australian Mortgage Awards and are listed on both the BRW Fast Starters List and Smart Company's Fastest Growing Company List.

About the Role:

Reporting to the Head of Business Innovation, the Team Lead for our Outbound Call Centre will be responsible for managing a dynamic team of 10-15 staff specializing in home loan lead generation and qualification. This role requires a seasoned professional with in-depth knowledge of the home loan industry and lead generation processes, who can inspire and guide their team to achieve outstanding results.

Key Responsibilities:

• Leadership & Management: Overseeing the day-to-day operations of the call centre, including staffing, scheduling, and lead allocation.
• Performance Monitoring: Implementing and monitoring key performance indicators (KPIs) to measure and improve call centre efficiency, customer satisfaction, and overall staff productivity.
• Training & Development: Developing and executing training programs to upskill call centre staff and maintain a high level of customer service. Monitoring team performance, identifying risk of quality issues, and implementing customized training as required.
• Process Improvement: Analysing call centre data and providing insights to drive continuous improvement of processes and workflows. Staying up to date with industry trends and best practices.
• Team Environment: Fostering a positive and collaborative work environment for the call centre team. Liaising with other departments to align call centre operations with the company's overall business strategy.

Skills & Experience:

• Leadership Skills: Exceptional leadership skills with a proven ability to motivate and inspire a team. Experience in leading a successful team and fostering individual development and growth while delivering high-performance results.
• Industry Knowledge: In-depth understanding of the home loan industry and lead generation processes. Previous experience in a customer service or sales environment within the finance, wealth creation, investment, or property industry is highly regarded.
• Communication: Strong communication and interpersonal skills, with the ability to work collaboratively with colleagues.
• Customer Service: A commitment to providing excellent customer service by being informative, courteous, and professional to all clients.
• Analytical Skills: Ability to analyze data and provide actionable insights to improve processes and workflows.
• Adaptability: Capable of effectively navigating a fast-paced, compliance-driven environment.

What You'll Need to Succeed:

• A proven track record in managing a call centre team, preferably within the financial services sector.
• Demonstrated ability to lead and develop a high-performing team.
• Strong understanding of home loan products and lead generation techniques.
• Excellent communication and interpersonal skills.
• A positive, team-oriented attitude with a commitment to achieving excellence in customer service and team performance.

Apply now to join The Finsure Group and make a significant impact on our continued success.