Role Description We’re looking for a Supervisor - Customer Retention & Collections to lead and support our Retention, Collections, and Escalations teams. This role is critical to delivering a world-class customer experience while meeting business goals related to churn reduction, cash collection and resolution of high-level concerns. - Lead & Develop Teams: Supervise team leads and representatives across Retention, Collections, and Escalations. Provide regular coaching, performance feedback, and development support. - Drive Operational Excellence: Identify trends, roadblocks, and process gaps. Partner cross-functionally to advocate for solutions that improve customer outcomes and internal efficiency. - Support Escalations: Oversee the escalations queue, ensuring prompt, professional responses to high-priority issues, including complaints submitted to all channels. - Ensure High-Quality Interactions: Set the standard for empathetic, solution-driven customer service. Ensure teams are resolving full customer concerns, not just closing cases. - Collaborate Cross-Functionally: Work closely with Billing Operations, Legal, Product, and Customer Experience (including Vendor Manager) teams to align priorities, share customer insights, and resolve complex issues. - Analyze & Report Performance: Monitor key KPIs and QA scores across all three functions. Use data to drive accountability, report on progress, and propose improvements. - Contribute to Strategy: Work with department leadership to shape long-term strategy for retention, collections, and escalation management. Qualifications - 5+ years in customer support, retention, or collections roles, with at least 2+ years of leadership experience. - Proven ability to coach and lead high-performing teams in fast-paced, dynamic environments. - Strong background in handling escalated or sensitive customer issues with discretion and empathy. - Experience collaborating with cross-functional teams to drive process or policy changes. - Proficient in CRM/ticketing systems (e.g., Salesforce, Zendesk) and phone systems (e.g., Dialpad). - Comfortable managing team performance metrics, QA frameworks, and reporting tools. - Understanding of KPIs and comfort with the data necessary to achieving them.

• Supervise team leads and representatives across Retention, Collections, and Escalations. Provide regular coaching, performance feedback, and development support. • Identify trends, roadblocks, and process gaps. Advocate for solutions that improve customer outcomes and internal efficiency. • Oversee the escalations queue, ensuring prompt, professional responses to high-priority issues. • Set the standard for empathetic, solution-driven customer service. Ensure teams fully resolve customer concerns. • Collaborate with Billing Operations, Legal, Product, and Customer Experience teams to align priorities and resolve complex issues. • Monitor key KPIs and QA scores. Use data to drive accountability and propose improvements. • Work with department leadership to shape long-term strategy for retention, collections, and escalation management.

Role Description - Informatikai, hálózati hibák regisztrálása és továbbítása megfelelő megoldócsapatoknak - Első szintű hálózati kiesések informatikai eszközökkel való diagnosztizálása és megoldása - Hálózati eszközök figyelése automatizált monitorozó rendszerben - Proaktív hibamegoldás, előrejelezhető kiesések megakadályozása - Jegykezelő rendszer használata, incidensek logolása - Ügyféllel és a különféle megoldó csoportokkal rendszeres kapcsolattartás Qualifications - Erős közép/felsőfokú német nyelvtudás - Legalább alapszintű angol nyelvtudás - Legalább középfokú végzettség - 7x24-es munkavégzés vállalása nemzetközi szolgáltatás miatt - Informatikai affinitás: új programok gyors elsajátítása, gördülékeny munkavégzés komplex rendszerekben - Határozott, magabiztos személyiség - Multitaskingolás - Pontosság, precizitás - Csapatjátékos - Ügyfélorientált gondolkodásmód, jó problémamegoldó készség Company Description A Deutsche Telekom IT Solutions (korábban IT Services Hungary, ITSH) Magyarország legnagyobb IKT-munkaadója, a Deutsche Telekom Csoport tagja. A 2006-ban alakult, több mint 5000 fős cég az informatikai és telekommunikációs szolgáltatások széles körét nyújtja. A vállalat 2019-ben elnyerte a Nemzeti Befektetési Ügynökség (HIPA) legjobb oktatási együttműködésért járó díját, a PwC Magyarország független felmérése alapján a legvonzóbb magyarországi munkahelyek közé tartozik, és a legetikusabb multinacionális vállalat címét is megkapta. A cég folyamatosan fejleszti négy – budapesti, debreceni, pécsi és szegedi – telephelyét, és várja képzett informatikai szakemberek jelentkezését a csapatába.

Role Description At TAL, our Customer Solutions Specialists play a pivotal role in supporting customers during some of the most important and challenging moments in their insurance journey. By guiding customers who may be considering cancelling their cover or experiencing financial difficulty, this role helps ensure they remain protected and informed about their options. Through meaningful, solutions-focused conversations, you’ll contribute directly to TAL’s purpose of protecting Australians by keeping cover relevant, accessible and aligned to customers’ evolving needs, making a genuine difference when it matters most. - Support customers at risk of cancelling by delivering tailored solutions that maintain appropriate cover. - Identify lapse risks early and implement proactive strategies to improve customer retention outcomes. - Engage customers through inbound and outbound conversations to strengthen relationships and trust. - Deliver personalised options aligned to customer needs to drive policy sustainability and satisfaction. - Achieve retention and performance targets while maintaining a high-quality customer experience. - Uphold compliance and regulatory standards to ensure fair, ethical and accurate customer outcomes. Qualifications - Experience in a contact centre or telesales environment, ideally supporting customer outcomes. - Background in financial services is beneficial but not essential. - Comfortable using call centre systems and navigating multiple platforms. - Ability to analyse customer needs and apply sound judgement to deliver appropriate solutions. - Strong verbal and written communication skills, with a clear and confident approach. - Willingness to learn and apply technical knowledge, including relevant industry qualifications. Requirements - As part of the recruitment process, there are several checks which may be conducted to demonstrate your eligibility for a role at TAL including Criminal History, Bankruptcy, Entitlement to Work, Regulatory and Reference Checks. Benefits - Fully remote, open to candidates across Sydney, Melbourne, Brisbane and Adelaide. - 12 month contract opportunity. - Flexible and blended working options. - Discounted insurance and wellbeing initiatives. Company Description TAL is one of Australia’s leading life insurers, committed to inclusion, and supporting the career growth of our diverse workforce. We’re proud to be: - An Inclusive Employer – Recognised as Employer of Choice for Gender Equality by the Workplace Gender Equality Agency and Bronze Tier Status within the Australian Workplace Equality Index. - Diversity Champions – Member of Diversity Council Australia, Australian Disability Network, Pride in Diversity and Champions of Change. - Reconciliation Advocates – Read our Innovate Reconciliation Action Plan. We welcome applications from people with diverse experiences, perspectives and backgrounds including Aboriginal and Torres Strait Islander people, caregivers, individuals living with disabilities, people from culturally diverse backgrounds and the LGBTIQ+ community. If you need adjustments during the recruitment process, let our team know by getting in touch with us – we’re here to support you.