Contact centre team leader

3 weeks ago

Melbourne, Victoria, Australia A2B Australia Limited Full time
Overview

Join to apply for the Contact centre team leader role at A2B Australia Limited. We are currently seeking an for a maternity leave position as a Team Leader in our Melbourne office. This role is above award on the Clerks Private Sector Award 2020 and the applicant is required to work 15:00-23:00 Tuesday-Saturday.

Position Purpose

The Team Leader role models excellent standards of customer service and satisfaction through effective personal customer relations skills. The Team Leader will lead, coach, and motivate a team to deliver departmental KPIs, targets, and objectives. The Team Leader will be accountable for setting targets and objectives with a focus on ensuring the team achieves objectives around performance, by increasing performance capability and engagement in the team with a focus on improving behavioural metrics such as, but not limited to, absenteeism, staff turnover, lateness, etc.

Responsibilities
  • Lead, coach, and motivate a team to deliver departmental KPIs, targets, and objectives.
  • Set targets and objectives aimed at improving performance, engagement, and behavioural metrics (e.g., absenteeism, staff turnover, lateness).
  • Uphold Contact Centre quality assurance standards by undertaking silent monitoring and side-by-side coaching to ensure staff follow correct scripts and that customer requirements are accurately entered into the system.
  • Provide clear and concise direction, support, and guidance to the team through effective coaching and setting of SMART objectives.
  • Identify and implement improvements to enhance the customer experience or improve operational efficiency.
  • Utilize multiple systems and applications concurrently.
  • Deliver administrative support to the Contact Experience Centre to provide accurate, high-quality service that complies with all legislative requirements.
Skills & Experience
  • Excellent communication and telephone manner.
  • High level of interpersonal relationship skills and emotional intelligence.
  • Ability to uphold Contact Centre quality assurance standards and ensure compliance with scripts and data entry.
  • Ability to provide professional and effective assistance to promote and enhance the company reputation.
  • Ability to provide clear direction and effective coaching, and to set SMART objectives.
  • Identify and implement improvements to enhance the customer experience or improve operational efficiency.
  • Ability to utilize multiple systems and applications concurrently.
  • Ability to evaluate rational and emotional elements of situations and make sound decisions based on fact.

Com pany & Values ComfortDelGro Corporation Australia (CDC) and A2B acknowledges the Traditional Custodians of the land, waters, and communities throughout Australia. We pay our respects to all First Nations people, their culture, and to Elders past and present.

Seniorirty level
  • Mid-Senior level
Employment type
  • Full-time
Job function
  • Information Technology
Industries
  • Transportation, Logistics, Supply Chain and Storage

Referrals increase your chances of interviewing at A2B Australia Limited by 2x


#J-18808-Ljbffr

  • Contact Centre Team Leaders

    1 week ago

    Melbourne, Victoria, Australia Lite N' Easy Full time

    **Introduction**:Are you ready to be part of something bigger? At Lite n' Easy, we're not just about meals; we're about transforming lives through better eating habits. We make it effortless for Aussies to embrace healthier choices, whether they're on a weight loss journey or simply aiming to maintain a balanced lifestyle. As a team, we pour our passion into...

  • Contact Centre Team Leader

    2 weeks ago

    Melbourne, Victoria, Australia Lite N' Easy Full time

    **Introduction**:Are you ready to be part of something bigger? At Lite n' Easy, we're not just about meals; we're about transforming lives through better eating habits. We make it effortless for Aussies to embrace healthier choices, whether they're on a weight loss journey or simply aiming to maintain a balanced lifestyle. As a team, we pour our passion into...

  • Contact Centre Team Leader

    2 weeks ago

    Melbourne, Victoria, Australia I-Med Full time

    As Contact Centre Team Leader, you will play an important role in delivering high-quality contact centre services for I-MED clinics around Australia. You will focus on influencing your team by motivating and coaching your team, helping them to understand I-MED products and services and provide superior customer service and genuine patient care.Leading a team...

  • Contact Centre Team Leader

    2 weeks ago

    Melbourne, Victoria, Australia Australian Unity Full time

    **What Makes Us, Us**We want to be the most trusted wellbeing company in Australia, and this means our focus on wellbeing starts with our people. We support our employees' Real Wellbeing so that they can better support our members' and customers' wellbeing journey.At Australian Unity we're for real wellbeing. For us, real wellbeing means so much more than...

  • Contact centre team leader

    3 weeks ago

    Melbourne, Victoria, Australia A2B Australia Limited Full time

    OverviewJoin to apply for the Contact centre team leader role at A2B Australia Limited. We are currently seeking an for a maternity leave position as a Team Leader in our Melbourne office. This role is above award on the Clerks Private Sector Award 2020 and the applicant is required to work 15:00-23:00 Tuesday-Saturday.Position PurposeThe Team Leader role...

  • Contact Centre Team Leader

    2 weeks ago

    Melbourne, Victoria, Australia Lloyd Connect Full time

    Manage a team of cross skilled service operators- Coordination and delivery of customer support services- Prev experience in shift lead, team lead roles. Preston Location.Our client is a global payment solutions organisation with offices in Melbourne and & Sydney, We are seeking experience team leaders from a financial services contact centre background that...

  • Contact Centre Team Leader

    2 weeks ago

    Melbourne, Victoria, Australia Australian Unity Full time

    **Join us and let's make a bigger difference together.**Established in 1840, we're Australia's first member-owned wellbeing company. Today we have over $1 billion in revenue and provide smart solutions and services to more than 700,000 Australians. We employ over 7000 people and our purpose is to **Help People to Thrive**.It's an exciting time to be joining...

  • Contact Centre Team Leader

    1 week ago

    Melbourne, Victoria, Australia Mercer Full time

    **Contact Centre Team Leader**What can you expect**:- A great opportunity to grow your leadership capability in a global organization with a local feel.- Bring your passion for leadership and achieving results through others.- Our purpose is to create better lives for our customers and clients through providing excellent customer service to superannuation...

  • Contact Centre Team Lead

    2 weeks ago

    Melbourne, Victoria, Australia beBeeLeader Full time $80,000 - $120,000

    Leadership OpportunityWe are seeking an exceptional leader to manage the performance of a high-performing team. As a Team Leader, you will be responsible for supervising, managing, coaching and motivating team members on a daily basis.The ideal candidate will have strong leadership experience in a contact centre environment, with a proven ability to engage...

  • Senior Contact Centre Leader

    2 weeks ago

    Melbourne, Victoria, Australia beBeeOperations Full time $120,000 - $150,000

    Job DescriptionThe Customer Operations Manager oversees daily operations for customer-facing and administrative contact centre teams within the Customer & Enablement branch of the Customer Experience group.They drive performance across operational, customer, and people metrics, ensuring delivery of high performance through a highly engaged workforce who...