Customer Service Team Leader

3 weeks ago

Sydney, Australia Charterhouse Full time

**Customer Service Team Leader - Government Contract**
- **Parramatta location**:

- **$53.73ph + super**Immediate start - **Initial contract through to 7th June 2024 with possibility of extension**Full time, Monday to Friday, 8:30am to 4:30pm**

This role is within local Government and we are seeking an experienced Customer Service Team Leader for a temporary contract. This is a very rewarding role in a friendly and supportive working environment with the possibility for ongoing work and future Government opportunities. The position is responsible for leading the team of Customer Service staff and provide operation support across all aspects of Customer Service within the business.

**Day to day responsibilities include but not limited to**:
- Lead, supervise and coach contact centre staff to ensure all services are delivered to a high standard
- Monitor and review day to day operational aspects of the omni-channels of the contact centre, ensuring KPI's are met
- Maintaining accurate records and provide statistical data on the contact centre as requested by Management.
- Ensuring contact centre reports are up to date, KPI's are achieved and action has been taken based on reports of targets that haven't been achieved
- Ensuring accurate reconciliation of daily takings and associated documentation at the conclusion of each day
- Facilitate and manage resolution for any conflict situations relating to team members
- Handle and resolve customer complaints through all channels, identify opportunities to improve processes and prevent future complaints
- Drive and facilitate initiatives to promote a highly engaged team culture and work environment
- Ensuring call centre is resourced adequately including the recruitment and onboarding of new staff
- Conduct regular one on ones, coaching sessions and performance conversations with staff to identify training/development needs and knowledge gaps

**Skills/Experience**- Previous experience in a Management or Team Leader role within a Contact Centre environment
- 5+ years customer service leadership experience, with a proven track record of achieving objectives.
- Demonstrated experience in supervising diverse teams to deliver customer service plans and processes.
- Experience and understanding of a workforce management system and rostering tool, to assist with optimising resources through forecasting, scheduling and monitoring of workforce in real time, through diverse omni-Channels, and/or locations.
- Experience working with a queue management solution including updating ticket options, reporting and data collection.- Administrative experience working with a telephony call routing system, which includes messages on hold, agent classes, queue settings and auto-Attendant options.- Stakeholder management experience to build relationships, break down silos and identify process improvement with other areas of council to ensure a positive outcome and better customer experience.

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