Outbound Customer Care Team Leader
Melbourne, Australia
At Bupa, purpose meets possible. Join us and help shape a future where healthcare is more connected, more personal and more human.
We’re a global healthcare leader trusted by millions and committed to helping people to live longer, healthier, happier lives and making a better world. Healthcare is changing, and so are we. We’re investing in more clinics, better systems and smarter, more connected ways to help our customers. As we continue to expand our services and invest in innovation, you’ll help create a healthcare system that meets people where they are, responds to what they need and leaves them better than before.
Here, your work has purpose, your voice matters and your future is full of possibility.
Just imagine the impact you could make.
The purpose of this job is…..
The Outbound Customer Care Team Leader plays a key role in driving customer growth and ensuring the Outbound Retention team consistently exceeds performance goals. This role leads a high‑energy team responsible for delivering exceptional results across inbound and outbound calls, web conversions, lead management, and third‑party or non‑PHI referral programs.
Key responsibilities:
- Lead and support a team of consultants, using strong processes and technology to deliver outstanding service while meeting operational, productivity, and budget goals.
- Drive team performance by monitoring conversion rates, providing targeted coaching, and reinforcing best‑practice call techniques to boost results.
- Oversee daily operations, ensuring smooth workflow and acting as the primary escalation point for quick, confident decision‑making.
- Analyse performance insights and collaborate with business partners and contact centre leaders to develop strategies that improve net revenue, operational efficiency, and team capability.
- Champion change initiatives, guiding and coaching the team through transitions to ensure successful adoption.
- Build strong cross‑functional relationships to support and enhance broader business initiatives.
What you’ll need to make it possible
Experience
- 2–5 years in a leadership role (contact centre leadership preferred)
- Proven success managing retention, sales, and/or service teams with KPI accountability
- Experience leading outbound calling operations
- Background in customer relationship management and lead/referral management
- Experience working with cross‑functional teams
- Exposure to continuous improvement programs
Skills & Knowledge
- Strong ability to lead, motivate, and develop a high‑performing team
- Solid understanding of contact centre operations, resource planning, and web/phone conversion strategies
- Skilled in communication, leadership, team development, problem‑solving, negotiation, and change management
- Excellent interpersonal, communication, and presentation abilities
- Understanding of the Privacy Act and Certified Agreement
- Ability to interpret financial data, business metrics, and performance statistics
Why you’ll love it?
We support our people to be the healthiest and happiest versions of themselves.
This is an exciting, permanent opportunity to join a dynamic team and have a real impact on the performance of Bupa’s Health Insurance products. The role will work on a hybrid basis with a minimum of two days per week in the office, and the successful candidate will ideally be based in Melbourne, although we are also open to applications in Brisbane.
Other benefits include discounts on health insurance, as well as access to our global wellbeing program, Viva. Viva has been designed to help you to live a healthy and happy life. It encompasses a comprehensive health and wellbeing program which includes access to health insurance benefits that will assist with covering the cost of medical treatment, information and education sessions, and preventative healthcare screening such as annual health assessments and skin checks. You will also be eligible to access various discounted products and services through our VIVA wellbeing partnerships.
If this sounds exciting, we’d love to hear from you. Let’s shape the future of healthcare, together.
At Bupa your wellbeing, identity, and personal story are respected and valued. We are continuing to build teams that reflect the diversity of the communities we serve. Bupa is committed to providing equal opportunities and fostering a workplace and environment that is free of discrimination, bullying and harassment.
We actively encourage applicants from all backgrounds and experiences, including Aboriginal and Torres Strait Islander peoples, veterans, people with disabilities, and LGBTQIA+ applicants.
We are dedicated to removing barriers to participation. If you need any reasonable adjustments during the recruitment process, or if you’d like to discuss how this role can be flexible for you, please let us know so we can support your participation on an equitable basis.
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