Contact centre team leader

2 days 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 leader

    2 days 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 Lead

    2 days ago

    Melbourne, Victoria, Australia beBeeCustomerService Full time $60,000 - $90,000

    Customer Service Team Leaders drive the success of our Contact Centre. They are accountable for leading a high-performing team and ensuring excellent service delivery to clients.">Lead a team of Customer Relations Officers to handle engagement with third parties and clients via multiple channels (inbound/outbound calls, email) As a key member of the...

  • Customer Contact Centre Team Leader

    4 weeks ago

    Melbourne, Victoria, Australia The Royal Children's Hospital Full time

    Join to apply for the Customer Contact Centre Team Leader role at The Royal Children's Hospital1 hour ago Be among the first 25 applicantsJoin to apply for the Customer Contact Centre Team Leader role at The Royal Children's HospitalGet AI-powered advice on this job and more exclusive features.The HospitalThe Royal Children's Hospital's (RCH) Vision is "A...

  • Customer Contact Centre Team Leader

    4 weeks ago

    Melbourne, Victoria, Australia The Royal Children's Hospital Full time

    Join to apply for the Customer Contact Centre Team Leader role at The Royal Children's Hospital1 hour ago Be among the first 25 applicantsJoin to apply for the Customer Contact Centre Team Leader role at The Royal Children's HospitalGet AI-powered advice on this job and more exclusive features.The HospitalThe Royal Children's Hospital's (RCH) Vision is "A...

  • Customer Contact Centre Team Leader

    3 weeks ago

    Melbourne, Victoria, Australia The Royal Children's Hospital Full time

    The HospitalThe Royal Children's Hospital's (RCH) Vision is "A world where all kids thrive".RCH is a cornerstone member of the Melbourne Children's Campus, partnering with Murdoch Children's Research Institute, The University of Melbourne Department of Paediatrics and The Royal Children's Hospital Foundation.RCH has cared for the children and young people of...

  • Customer Contact Centre Team Leader

    4 weeks ago

    Melbourne, Victoria, Australia The Royal Children's Hospital Full time

    The HospitalThe Royal Children's Hospital's (RCH) Vision is "A world where all kids thrive".RCH is a cornerstone member of the Melbourne Children's Campus, partnering with Murdoch Children's Research Institute, The University of Melbourne Department of Paediatrics and The Royal Children's Hospital Foundation.RCH has cared for the children and young people of...

  • Customer Contact Centre Team Leader

    1 week ago

    Melbourne, Victoria, Australia theroyalch Full time $83,658 - $92,482

    The Hospital:The Royal Children's Hospital's (RCH) Vision is "A world where all kids thrive".RCH is a cornerstone member of the Melbourne Children's Campus, partnering with Murdoch Children's Research Institute, The University of Melbourne Department of Paediatrics and The Royal Children's Hospital Foundation. RCH has cared for the children and young people...

  • Contact Centre Operations Lead

    7 days ago

    Melbourne, Victoria, Australia beBeeManagement Full time

    The Call Centre Manager is a critical role in our organisation, responsible for overseeing the day-to-day operations of our contact centre.We are seeking an experienced leader to join our team and drive the recruitment of participants for our Phase 1 clinical trials.Key responsibilities include achieving targets, operational efficiency, quality assurance,...

  • Contact Centre Expert

    2 days ago

    Melbourne, Victoria, Australia beBeeCustomer Full time $40,000 - $55,000

    Customer Service Representative OpportunityWe are seeking a passionate and customer-focused individual to join our vibrant team as a Customer Service Representative. If you have (or are working towards) your RG146 Tier 2 accreditation, we want to hear from you.Why You'll Thrive in This Role:Work in a dynamic office environment with a fun and supportive...

  • Contact Centre Professional

    7 days ago

    Melbourne, Victoria, Australia beBeeCustomer Full time

    Grow Your Career in a Thriving Contact Centre EnvironmentWe are seeking a skilled and enthusiastic Contact Centre Specialist to join our dynamic team. As a key member of our team, you will be responsible for delivering exceptional customer service and providing tailored solutions to our clients.About the RoleThis is an exciting opportunity to work in a...