Contact Center Teamleader

2 weeks ago

Melbourne, Victoria, Australia Civica UK Ltd Full time

FOR INTERNAL CANDIDATES ONLY
Exciting Opportunity available for
a 6-month secondment role as the
Contact Centre Team Leader.
Do you have the passion to lead a team and help others succeed? Then look no further - this role is for YOU

APPLY NOW and do not miss out

About the Role


As a Contact Centre Team Leader, your primary responsibility will be assisting in developing, leading, and supporting employees to achieve superior Customer Service outcomes through effective leadership aligned to business strategies.


Key Responsibilities

  • Lead, motivate, coach, and develop individuals and the team to meet Key Performance Indicators and to ensure that contractual and departmental goals are met.
  • Oversee and coordinate daily workflows to ensure processing targets are achieved.
  • Ensure that work is allocated efficiently across your team and the department.
  • Analyse and understand team performance metrics as well as being able to identify reasons for performance outliers including the setting of SMART objectives that support the achievement of business objectives.
  • Undertake regular Quality monitoring in order to facilitate constant improvement and enable first contact resolution. Proactively identify risks, trends, and mitigation strategies.

Essential Skills and Experience

  • Strong communication Skills
  • Intermediate computer skills
  • A passion for employee development
  • Exposure to GROW model coaching methodology
  • Demonstrated ability to support others to achieve their goals

What Next?
**Applications close on Wednesday, 22nd February 2023.

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