Contact Centre Team Leader

1 week ago

City of Whitehorse, Australia James Frizelle's Automotive Group Full time

Representing multiple vehicle brands including Volkswagen, Audi, and other reputable brands.

Join a collaborative team environment where you will collaborate with committed colleagues and leaders.

Be a part of a prominent ASX listed company during a period of expansion.

About us:

Penfold Motor Group is affiliated with Peter Warren Automotive Holdings, a major multi-franchise automotive dealer group in Australia. We have established a presence in various regions such as South West Sydney, Sydney's North Shore, Regional and Northern NSW, as well as South East Queensland and Victoria. With a diverse range of top-tier vehicle brands, we cater to all aspects of vehicle ownership. Employing over 2000 professionals in QLD, NSW, and VIC, we are dedicated to fostering career growth opportunities for our team.

We are currently seeking a Contact Centre Team Leader to join our Business Development Centre located in Burwood. The Business Development Centre acts as the core of our operations in QLD & VIC dealerships.

Business Development Centre: Serving as the primary communication hub, responsible for managing inbound and outbound calls, sales inquiries, internet leads, emails, live chat, customer retention, and overall customer service. It is presently a multi-channel contact centre that will undergo a transformation into an Omni-channel system.

About the role:

As a Team Leader within our BDC, you will play a key role in ensuring seamless operations and fostering a positive team dynamic. Your main responsibilities will include:

  • Leading, coaching, and mentoring a small team of Communication Officers to achieve and surpass performance targets.
  • Engaging in regular 1:1 coaching sessions, performance evaluations, and development initiatives.
  • Conducting quality assessments of calls to ensure precision, coaching, and generating reports.
  • Contributing to ongoing enhancement endeavors by evaluating performance, procedures, and service results.
  • Handling administrative duties and spontaneous project tasks linked to the call center.

Our ideal candidate:

We are in search of a leader who prioritizes customer satisfaction, seeks solutions, and excels in a fast-paced setting. The ideal candidate should:

  • Possess hands-on leadership and coaching background within a contact center setting.
  • Demonstrate a self-driven, proactive, and performance-oriented approach.
  • Feel comfortable making decisions and providing resolutions to enhance performance standards.
  • Have exceptional communication abilities and a constructive outlook.

Benefits:

  • Employee Assistance Program (EAP)
  • Exclusive discounts through our Samsung Partnership Program
  • Training Pathway and Growth opportunities available
  • Joining a growing entity within the Automotive industry
  • Collaborating in a supportive team environment with devoted peers and leaders
  • Competitive remuneration and flexible work arrangements

If you are prepared to advance your career and lead a dynamic team within a thriving national corporation, we are eager to learn more about you.

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