Who is Audika?

#audika_Australia

Audika is part of Demant, a world-leading hearing healthcare group that offers solutions and services to help people with hearing loss. Worldwide the group employs more than 22,000 staff in more than 30 countries and distributes hearing healthcare and intelligent audio solutions to people in more than 130 countries.

In Australia, Audika has over 350 clinics who provide hearing services to our valued clients. We strive to put hearing care on the health care agenda and to improve the quality of life of people living with hearing loss.

Responsibilities:

As part of the Contact Centre team, the purpose of this position is to build, lead, coach, and develop the Customer Care Representatives to achieve their set monthly appointment targets and quality standards. The role has a strong focus on cultivating a high-performance, learning-driven culture through structured coaching, continuous training, and development initiatives, while ensuring adherence to company policies and procedures.

- Leadership & Coaching: Lead, inspire, and coach Customer Care Representatives through regular one-on-ones, skill development,



and performance management, fostering a culture of continuous learning and professionalism.

- Training & Development: Design and deliver tailored training programs, workshops, and onboarding support to close skill gaps and improve team capabilities.

- Call Quality Oversight: Own and improve call quality through monitoring, feedback, coaching, and collaboration with QA teams to enhance customer experience and objection handling.

- Performance Management: Set explicit expectations, conduct performance reviews, and implement development plans to ensure alignment with service standards and company goals.

- Operational Execution: Oversee daily workflow aligned with campaign plans, collaborate with key stakeholders for effective sales forecasting and campaign delivery.

- Cross-functional Collaboration: Work closely with Marketing, People & Culture, and other departments to support recruitment, onboarding, training documentation, and continuous improvement initiatives.

📌 Contact Centre Team Leader (Parkside)
🏢 Audika
📍 Parkside