CX Team Lead

2 weeks ago

Cremorne, Victoria, Australia Accent Group Full time

CX Team Lead - Victoria

Location: Cremorne VIC 3121, Australia

About the Company:

Accent Group Limited is a dominant player in the digital retail and distribution industry for Apparel and Footwear in Australia and New Zealand. With a strong presence of over 800 stores and a diverse portfolio of 34 renowned brands, including Glue, Platypus, Skechers, Vans, and more.

Why consider a career with Accent Group?

  • Enjoy attractive discounts on Accent Group brands
  • Access to discounted Gym Memberships and Healthcare
  • Benefit from the Employee Assistance Program
  • Opportunity for Paid Parental Leave and more

About the Role:

We are currently looking for a dynamic individual to join our CX team as a CX Team Lead. In this role, you will lead a team of CX professionals, ensuring exceptional customer experiences and operational excellence.

Your Key Responsibilities:

CUSTOMER

  • Handle team queries to uphold the Accent Group brand standards
  • Provide efficient and professional customer support
  • Analyze customer insights for continuous improvement
  • Familiarize the team with customer needs and processes

PEOPLE

  • Monitor and enhance team performance through KPIs
  • Provide regular performance updates and coaching
  • Ensure team members are well-trained in business processes
  • Promote a positive team culture and celebrate achievements

BRAND

  • Embody Accent Group's Cultural Commitments in daily tasks
  • Strive for excellence in CX service offerings
  • Build strong relationships with stakeholders

STRATEGIC

  • Collaborate on CX strategy development and implementation
  • Lead initiatives to enhance customer experience
  • Optimize system utilization in the Contact Centre

Key Requirements:

  • Minimum 3 years of leadership experience
  • Background in Contact Centre operations
  • Strong people leadership and communication skills
  • Passion for delivering exceptional customer experiences
  • Ability to manage wage cost budgets effectively
  • Alignment with Accent Group Core values and proactive attitude

Accent Group Limited is dedicated to fostering an inclusive workplace that celebrates diversity and values every individual's uniqueness. We are committed to providing an equal employment opportunity environment where everyone can thrive.

Other Details:

  • Pay Type: Salary

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