Team Leader
7 months ago
We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world
We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world
The primary role of the Team Leader, located in Melbourne Australia, is to manage team members/agents to ensure that key client deliverables are met and exceeded. This will be dependent on the campaign you work on and Key Performance Indicators (KPIs) outlined by the client being serviced.
Key focus areas will include team and agent development/engagement, process improvement, compliance and quality assurance.
Your Accountabilities In this position you will be working in our Operations team and directly reporting to the relevant Operations Manager, Australia.
Core Operational | In line with your operational remit
- Undertake daily ongoing training and development of existing team members to up-skill staff
- Drive improvement projects and ensure all staff are actively working towards achieving targets and KPIs as set by Operations Manager - daily/weekly/monthly
- Liaise with Operations Manager to identify strategies and ways to improve efficiency and performance within the channel
- Organise daily motivational meetings and team feedback sessions
- Work cooperatively and effectively with internal and external stakeholders
- Depending on team staffing and rostering levels, when required, accept or make calls and provide effective and efficient service to customers
- Ensure daily administration tasks are adhered to maintain a tidy and efficient working environment
- Assist the P&C Team in following up employee documentation if required
- Ensure customer complaints are actioned and resolved as per customer service guidelines
- Must be willing to lead by example and engage with customers, double-jack with staff to provide mentoring and guidance
- Act as the client representative in the event an enquiry, investigation or complaint escalates and cannot be resolved by the Agent
- Role model appropriate behaviour in terms of demonstrating compliance in punctuality, reliability and teamwork
Your Capabilities
The key capabilities you will need to demonstrate in this role are: Flexibility and adaptability
- Adjust approach in line with changing priorities, is open to acquiring and developing skills and knowledge, adapt to new ways of working or organise work to deliver results Managing People
- Builds an organisational culture in line with Acquire values; Inspires commitment of others towards goals and vision of the organisation - Drives a positive organisational culture
- Promotes and maintains the wellbeing and motivation of others Innovation and Continuous Improvement
- Process ideas and concepts across the business to develop new and different ways of thinking, working, or delivering solutions
- Strives to improve efficiency, effectiveness, and quality of work Self-Awareness
- Has conscious understanding of the impacts of own behaviours, emotions, and thought processes - Takes action to improve personal effectiveness Business and Commercial Acumen
- Ability to drive financial performance and meet targets Communicate with Impact
- Use various communication types to convey information, ideas, and insights in ways that maximizes understanding of key messages Critical Thinking and Problem Solving
- Objectively analyse and evaluate available data, points of view, needs of stakeholders and potential solutions before recommending relevant actions or decisions
Your Measures of Success
The key metrics you will need to deliver in this role are:
- Development of a team environment and workplace climate that facilitates high levels of productivity and minimised time lost through unplanned absences
- Ensure results and targets are being met (varied and communicated accordingly)
- Overall employee effectiveness, Quadrature Amplitude Modulation (QAM) and calibration results
- Maintain employee adherence and ensure a high level of staff retention within your team
- Administrative transactions are processed accurately and with a high level of quality About You Your Experience
- Previous experience as a Customer Contact Officer is essential
- Demonstration of prior performance and ability in a Team Leader or 2nd in Charge capacity, overseeing a team of agents
- Familiarity with contact center technology and software Your Qualifications
- No essential requirement however studies and/or experience in industry verticals or relevant tertiary qualifications in management/supervision would be highly regarded
Join the A-Team and experience the A-Life
Join the A-Team and experience the A-Life
-
Knowledge and Process Team Leader
4 days ago
Melbourne Airport, Australia Team Global Express Full timeAbout the Role Team Global Express (TGE) is seeking a high calibre, experienced Knowledge & Process Team Leader to join our Service Operations team. You will have the opportunity to lead our Knowledge & Process team in order to identify, plan, design and deliver service excellence to our customers via our Service contact centres. The position is primarily...
-
Fleet Team Leader
1 week ago
Port Melbourne, Australia Team Global Express Full timePurpose of the Job To be successful in this position you would provide leadership and management all Refrigerated fleet activities at Team Global Express Refrigeration Melbourne. Primary Duties & Responsibilities include but not limited to: - Efficient organisation and management of all depot PUD staff and resources.- Ensure local fleet organisation and...
-
Team Leader
1 week ago
Melbourne, Australia Melbourne Health Full time-Location: Melbourne | Northern Metropolitan Job type: Not provided Organisation: Melbourne Health Salary: Salary not specified Occupation: Medical Reference: 64179 **Team Leader** - ** Targeted Long Term Intervention Team Leader (SW3, OT3, RPN4, P3)**: - **Northern Area Mental Health Service - Hotham Street Community Team (Preston)**: **Your New...
-
Team Leader
7 months ago
Melbourne, Australia Brightside Recruitment Full timeSenior Leadership Role - Melbourne Wide - Social Work **Organisaiton**: Brightside Recruitment is seeking a passionate individual is keen on making a difference to the lives of young people facing homelessness. Leading the way and making a real difference to at-risk young people's lives. **Role**: The Team Leader is responsible for the day-to-day...
-
Team Leader
2 weeks ago
Melbourne, Australia Superior People Recruitment Full timeWe are seeking an experienced Team Leader to oversee reception and administration staff at multiple locations across Melbourne. **We are seeking a Team Leader who can;** - Ensure 6 Star Service standards are met - Treat clients in a professional manner; and meet their needs with efficiency, competency and timeliness - Represent the client’s organisation...
-
Team Leader
6 days ago
Melbourne, Australia Service Stream Full timePrimary Location Melbourne, VIC Job Description Summary Service Stream are seeking a motivated Team Leader to join our Work Order Management Center based in our Collins Street office. About the Role The Team Leader plays a vital role in leading, managing and motivating the Work Order Management Centre (WoMC) on behalf of Service Stream’s...
-
Team Leader
7 months ago
Melbourne, Australia Probe CX Full time**About the Role** We have an exciting opportunity for a passionate leader to coach, manage, and support a small team of Customer Service Specialists. This role is perfect for someone who is dedicated to leading and developing teams while driving business outcomes. As the Team Leader, you will be responsible for the management of team performance and...
-
Team Leader
2 months ago
Melbourne, Australia Yooralla Full time**Job no**: 494616 **Work type**: Full - Time (Auto) **Location**: Melbourne CBD, Eastern Melbourne, Northern Melbourne, Southern Melbourne, Western Melbourne **Categories**: Occupational Therapist Position Description **Team Leader - Occupational Therapy** **Location**:Melbourne - various locations **Vacancy Type**: Permanent, Full-Time **Job reference**:...
-
Team Leader
6 days ago
Melbourne, Australia Accountancy Options Full timeManage a team of 15 in this growing organisation with exceptional culture - Work 3 days from the CBD office and 2 days from home - Customer, member and employee focus is the absolute priority Our client, a financial services firm in the CBD, is recruiting a Team Leader to join their ranks due to internal movements within the business. Lead this team of 15...
-
Team Leader
7 months ago
Melbourne, Australia Dynamic Outreach Full time**Team Leader Position** We are Looking for **OUTGOING, FUN and HARDWORKING** Team Leader to join our growing team. **About us**: Dynamic Outreach is a growing Agency specializing in face to face fundraising. Our mission is to help charities to grow their full fundraising potential by attraction new quality donors for them. **About the role**: We are...
-
Team Leader
7 months ago
Melbourne, Australia Austin Health Full timeLocation: Melbourne | Northern Metropolitan Job type: Full time Organisation: Austin Health **Salary**: Salary not specified Occupation: Administration/Secretarial, Human Resources, Legal, Occupational Health and Safety Reference: 50739 - **Team Leader - Full time role ADO**: - ** Base rate + salary packaging + super + five weeks annual leave**: - **...
-
Team Leader
5 months ago
Melbourne, Australia Yooralla Full time**Job no**: 494593 **Work type**: Full - Time (Auto), Part - Time (Auto) **Location**: Eastern Melbourne, Northern Melbourne, Southern Melbourne, Western Melbourne, Various Locations, Melbourne CBD **Categories**: Psychologist **Team Leader - Specialist Behaviour Support (SBS) Practitioner** **Location**:Flexibility to work across various sites (North,...
-
Team Leader
7 months ago
Melbourne, Australia Western Health Full timeLocation: Melbourne | Western Metropolitan Job type: Full time Organisation: Western Health **Salary**: Salary not specified Occupation: Engineering, Facilities Management, Health and Allied Health Reference: 53438 Are you a dynamic leader with a passion for Facility Management? Are you skilled at motivating teams and ensuring operational excellence?...
-
Team Leader
6 days ago
Melbourne, Australia Woods & Co Recruitment Full timeSt Kilda Rd Location | Flexible Working - Lead a Fun & Enthusiastic Team | Career Progression - Immediate start available | Amazing Benefits **Woods & Co** are seeking a dynamic and experienced Team Leader to join this ever-growing financial investment firm. In this role, you will be responsible for leading and managing a team of investment professionals....
-
Team Leader
1 week ago
Melbourne, Australia Alinta Energy Full time**Use your exceptional leadership skills to support and grow individual abilities**: - **Full time permanent role with rewarding salary**: - **Join an innovative company and be based in the CBD** ***About Alinta Energy**: **At Alinta Energy, we’re constantly striving to do better. Whether it’s lowering customers costs, providing world class local...
-
Team Leader
2 weeks ago
Melbourne, Australia Computershare Full time**We give you a world of potential** We have an excellent opportunity for a Team Leader to join our Plans Operations team, based in our Yarra Falls office. If you’re looking for a job that challenges you and gives you opportunities to grow, you’ve found the right role. Computershare Plan Managers (CPM) is the division within Computershare responsible...
-
Team Leader
6 days ago
Melbourne, Australia Department of Families, Fairness and Housing Full timeTHE ROLE **Work Locations**: **Secure Care Services Units**: Young Men's Unit - Ascot Vale Road, Ascot Vale & Young Women's Unit - Bloomfield Avenue, Maribyrnong The Team Leader is responsible for the direct care, safety and support of clients in a residential unit and provides professional supervision to a team of Direct Care Workers VACCINATION...
-
Team Leader
7 months ago
Melbourne, Australia Zoom Recruitment Full timeJoin our dynamic and successful National Recruitment Agency, specialising in Temporary and Permanent Recruitment across various sectors, including Industrial, Commercial, Civil, Mining, and Construction. Recognized as a certified “great place to work,” we’ve achieved remarkable growth, servicing blue-chip companies nationwide. **About the Role**: As...
-
Team Leader
1 week ago
Melbourne, Australia Programmed Full timeThe responsibilities of the Team Leader consist of but are not limited to: Ensure all tasks are carried out in a safe and efficient manner consistent with established procedures, policies and practices Work in conjunction with the Project Manager to maintain and develop accurate records of operations and plans. Oversee Property Services employees and...
-
Team Leader
7 months ago
Melbourne, Australia JobAlly Full timeWork Close to Home and for a reputable provider - Great support from management and corporate office - Salary + benefit of $15900 salary packaging - Our client is a reputable not for profit organisation who currently have an opportunity for a leader in the disability services sector to join their team. This role will see you supporting with care team a...
