Team Leader Customer Contact Centre
3 months ago
**Team Leader Customer Contact Centre**:
**Job no**: 499010
**Work type**: Permanent Full Time
**Classification**: Band 6 ($90,263 - $97,365 pa)
**Categories**: Customer Service
**About the role**
In this pivotal role, you will oversee the team’s handling of customer enquiries, providing guidance on complex issues and resolving escalations effectively. As a dynamic leader, you'll set clear performance objectives and KPIs, ensuring your team consistently meets or exceeds targets. You will monitor customer interactions to assess service quality, identify areas for improvement, and implement targeted training programs. Collaboration with other departments will be key as you stay informed about relevant information and services to support effective responses. Additionally, you will drive process enhancements and operational efficiency, stay current with industry trends, and prepare regular performance reports to inform decision-making. Your leadership will help optimise call handling, manage workforce resources, and support cultural change within the department.
**Work type: Permanent Full Time**
**Classification**: Band 6 ($90,263 - $97,365 pa plus super)
**Key responsibilities include**:
- Oversee the team's handling of customer enquiries, providing guidance on complex issues and ensuring swift and accurate resolutions. Be the immediate point of support to handle escalated customer enquiry.
- As a part of the Contact Centre leadership team, provide strong leadership to the Contact Centre staff, fostering a positive and motivated work environment.
- Monitor customer interactions to assess service quality, identify areas for improvement, and implement necessary training programs.
- Proactively identify areas for process enhancement and operational efficiency within the contact centre, undertaking evaluation across all channels to ensure that standard customer service practices are followed, and quality is maintained.
- Prepare regular reports on enquiries, performance, and present key metrics and trends, and utilise the data and insights to make informed decision and improve service levels.
- Conduct regular performance evaluations, coaching sessions, and team meetings to support professional growth and development.
**About you**
To be successful in this role, you will have relevant Certificate IV qualifications or higher in Customer service, Business Administration, or similar, and relevant experience in a similar position.
**Essential Experience**:
- Proven experience in a leadership role within a contact centre environment, with the ability to foster an environment for high-functioning, productive and engaged teams to operate.
- Strong understanding of customer service operations and best practices including call handing, ticketing systems, queue management and workforce optimisation and demonstrated record of strong commitment and achievement in meeting customer needs.
- Demonstrated experience in successfully managing local level system, process, and culture change.
- Well-developed communication skills, verbal and written, to prepare correspondence, reports, and presentations.
- Demonstrated ability to analyse data and use insights to drive performance and process improvements.
- Proficiency in resolving conflicts and managing challenging interactions with customers or team members in a professional and empathetic manner.
**Child Safety Responsibilities**
We are committed to being a child-safe organisation and have zero-tolerance for child abuse. We have specific policies, procedures, and mandatory training in place to support employees, volunteers, and contractors to achieve and adhere to these commitments. Please read our Child Safe Standards Management Policy.
**Diversity and Inclusion**
**Create our future together at the City of Greater Geelong**
Join the City of Greater Geelong, a community-focused workplace on Wadawurrung Country. We deliver over 130 services to our growing population, striving to make our city a great place to live, work, and study. Our central location for Central Geelong-based employees is the Civic Precinct, Wurriki Nyal, a modern, sustainable, and inclusive workplace, along with our outreach locations.
We support accessibility and encourage discussions about any adjustments or support you may need during the recruitment process.
**Applications and Enquiries**
- We collect demographic data to help us learn who our advertisements are reaching and how we can reach an even more diverse audience. We are committed to building a more diverse team. Your responses to our demographic questions are strictly confidential and will not be individually shared._
**Advertised**: 07 Oct 2024 5:30 PM AUS Eastern Daylight Time
**Applications close**: 28 Oct 2024 11:55 PM AUS Eastern Daylight Time
-
Contact Centre Navigator
6 months ago
Geelong, Australia Barwon Health Full time**Employment Status** Permanent Full Time, Permanent Part Time **Program** Mental Health Drug and Alcohol Services **Location** MH - Mental Health & Wellbeing Local **Hours Per Fortnight** 0 **Position Summary** - Play a vital role as the first point of contact at a new mental health service - Answer incoming calls and assist consumers to navigate...
-
Customer Events Officer
6 months ago
Geelong, Australia Geelong Arts Centre Full time**Introduction**: Geelong Arts Centre is the only State Government owned cultural institution located outside of Melbourne, our vision is as a leader connector and creator of extraordinary cultural experiences for local and global communities. The Geelong Arts Centre is a gathering place for all - a place that boldly offers insights through performance,...
-
Customer Events Officer
6 months ago
Geelong, Australia Geelong Arts Centre Full time**Introduction**: About Us Geelong Arts Centre is the only State Government owned cultural institution located outside of Melbourne, our vision is as a leader connector and creator of extraordinary cultural experiences for local and global communities. The Geelong Arts Centre is a gathering place for all - a place that boldly offers insights through...
-
Customer Events Officer
7 months ago
Geelong, Australia Geelong Arts Centre Full time**Introduction**: About Us Geelong Arts Centre is the only State Government owned cultural institution located outside of Melbourne, our vision is as a leader connector and creator of extraordinary cultural experiences for local and global communities. The Geelong Arts Centre is a gathering place for all - a place that boldly offers insights through...
-
Customer Solutions Team Leader
6 months ago
North Geelong, Australia Tango Energy Full timeLocation: North Geelong, VIC, AU, 3215- Entity: Tango Energy Australia Pty LtdCustomer Solutions Team Leader At Pacific Blue, together we can create a 100% clean energy future, now. With over 30 years of experience in renewable generation - wind, solar and hydro - we also have a successful retail business selling energy to residential and business...
-
Clinical Operations Director
3 weeks ago
Geelong, Victoria, Australia Newtown Medical Centre Full timeWe are seeking an experienced Senior Practice Manager to lead our busy and thriving private clinic in Newtown.Role OverviewThe ideal candidate will be a strong leader with the ability to manage the day-to-day running of our clinic, ensuring the delivery of a highly professional and caring service to all patients.Newtown Medical Centre is a dynamic and...
-
Customer Service Advisor
4 months ago
Geelong, Australia Weploy Full time**Benefits!**: - Onsite opportunity in Geelong starting 7th October 2024 - Above award hourly rate of $41.48 + Super - Asap starts for experienced call centre specialists (ideally 1 years call centre experience within the last 2 years) - Opportunity to gain a permanent role with one of Australia's leading Health Insurance Brands! **Your Next...
-
Team Leader
2 months ago
Geelong, Australia genU Full timeLocation: Geelong- Brand: Community, Residential & Pathways- Date Posted: 29 Oct 2024Job No**:1483** Locations**:Geelong & Wyndham** Employment Status**:Full-Time - Fixed Term 8 Month and 12 Month Opportunity.** Classification**:From $43.08 Level 4 - Victorian Disability Services (NGO) Agreement 2019** - Here at genU we're a group of passionate, driven...
-
Team Leader
4 months ago
Geelong, Australia Scene to Believe Full time**Help spread the magical joy that is Christmas and lead one of our Santa photography teams in shopping centres across Australia and New Zealand.** **As one of our Team Leaders, you will help create unforgettable memories and make this festive season magical for families everywhere.** At Scene to Believe, our Christmas staff create unforgettable memories...
-
Administration Team Leader
1 month ago
Geelong, Australia Barwon Health Full time**Employment Type**: - Permanent Full Time**Hours per fortnight** - 80**Job Category**: - Administration - Customer Services**Req Id -** 2783- This is your chance to enhance your career with Victoria’s largest regional Health Service - Grow your skills at an organisation invested in your long-term development- Become a vital member of a dynamic team...
-
Facility Management Team Leader
2 months ago
Geelong, Australia Department of Justice and Community Safety Full timeLocation: Geelong Job type: Full time Organisation: Department of Justice and Community Safety **Salary**: $76,817 - $93,275 Occupation: Facilities Management Reference: VG/4429AUGUST2024 At the Department of Justice and Community Safety, we’re looking for people who want to make a difference. People who take pride in their work. People who get...
-
Inspiring Educational Leader
6 months ago
Geelong, Australia Bay City Early Learning Centre Full time**Bay City Early Learning Centre** is looking for an inspiring Educational Leader to support our Montessori program that recently commenced at the centre. **Bay City Early Learning Centre** has been offering care and education to the Geelong community for over 20 years and is part of a small boutique company with nine early childhood services throughout...
-
Session Leader
6 months ago
Geelong, Australia Australian Red Cross Lifeblood Full timePermanent part-time opportunity - 64 to 72 hours per fortnight Varied shifts across a rotating roster - Monday to Sunday Located at Geelong Donor Centre, VIC Discover life-giving possibilities Lifeblood is more than just a job or a career, it’s an opportunity to be part of something that matters. As an organisation, our purpose is simple: life giving...
-
Aquatic Team Leader
7 months ago
Geelong, Australia City of Greater Geelong Full time**Aquatic Team Leader**: **Job no**: 498379 **Work type**: Permanent Full Time **Classification**: Band 4 ($69,560 - $74,316 pa) **Categories**: Leisure & Recreation **About the role** The Aquatics Team Leader will be the link between Leisure Service Officers and Coordinators to ensure smooth operations on Pool Deck. Not only will you supervise the...
-
Child Care Worker
7 months ago
East Geelong, Australia Geelong Children’s Centre Full time**Child Care Worker (Group Leader)** Geelong Children’s Centre is a community not for profit childcare providing high quality professional care and education to individual child. We are now looking for a skilful full time (at least 38 hours per week) Child Care Worker (Group Leader) to join our centre. **Responsibilities** - Prepare meals and organize...
-
Practice Manager
4 weeks ago
Geelong, Australia Newtown Medical Centre Full timeA fantastic opportunity arises for an experienced Senior Practice Manager to join our busy and vibrant private clinic in the heart of Newtown. The ideal applicant will be a strong leader, with the ability to manage the day to day running of a busy clinic, while working to ensure the delivery of a highly professional and caring service to all...
-
Team Leader
1 month ago
Geelong, Australia City of Greater Geelong Full time**Team Leader - Revenue**: **Job no**: 499386 **Work type**: Permanent Full Time **Classification**: Band 6 ($90,263 - $97,365 pa) **Categories**: Finance **About the role** In this role, you will ensure the unit’s success by managing accurate and timely billing, receipting, and revenue collection. You’ll provide professional leadership and guidance to...
-
Cleaner
8 months ago
Geelong, Australia Geelong Arts Centre Full time**Introduction**: Geelong Arts Centre is the only State Government owned cultural institution located outside of Melbourne, our vision is as a leader connector and creator of extraordinary cultural experiences for local and global communities. The Geelong Arts Centre is a gathering place for all - a place that boldly offers insights through performance,...
-
Cleaner
2 months ago
Geelong, Australia Geelong Arts Centre Full time**Introduction**: About Geelong Arts Centre Geelong Arts Centre is the only State Government owned cultural institution located outside of Melbourne, our vision is as a leader connector and creator of extraordinary cultural experiences for local and global communities. The Geelong Arts Centre is a gathering place for all - a place that boldly offers insights...
-
Team Leader
4 months ago
Geelong, Australia Ermha 365 Full time**Description**: - Be part of the forefront of major systemic change in mental health service delivery - Create the career that works for you with an established mental health organisation - Full-time contract ending 30/06/2025. SCHADS Level 5 with NFP. Salary packing options available About the Service The Royal Commission into Victoria’s Mental Health...