Contact Centre Team Leaders

2 weeks ago

Melbourne, 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 crafting meals that are not only nutritious but also bursting with flavour.
Full-Time Contact Centre Team Leaders Wanted
Due to expansion within our leading business, we are excited to unveil our brand-new Contact Centre office at the iconic QV Building in Melbourne CBD. We have opportunities for highly motivated and driven professionals to join our Contact Centre team. If you’re someone who thrives on providing exceptional service, become a part of our integral and dynamic team as a full-time Contact Centre Team Leader.
What's in it for you?
- Meaningful Work: Help provide delicious, healthy meals to time-strapped individuals and those dedicated to wellness.
- Comprehensive Training: Dive into a four-week training program that combines classroom learning with hands-on experience. Our next intake starts on Monday 4th of November 2024.

**Supportive Environment**: Work alongside passionate individuals in our Melbourne CBD office (2min walk from Melbourne Central Train Station plus you’ll be right above a bustling retail precinct with over 50 retail stores)
- Benefits: Discount on food products, themed events and family fun day, Employee Assistance Program and discounted private health insurance.

**Description**:
**About the role**:
This role reports into our Operations Manager - Contact Centre, along with our National Contact Centre Manager.
Our Team Leader's work together to provide hands on support, coaching and mentoring to our customer service consultants, to ensure they are meeting goals, and providing the highest level of care and service to our customers.
Each Team Leader will have a team of 10-14 consultants, and build a positive, supportive, people focused collaborative team culture.
**About the role**:
Support consultants regarding general day-to-day customer inquiries
Assist our customers by effectively resolving any expressions of dissatisfaction or escalated customer complaints received
Facilitate individual team member monthly one on one meetings
Analyse team data / statistics / performance to effectively develop and deliver both individual and team-based learning opportunities
Complete regular and thorough call quality evaluations for all Contact Centre team members (evaluating against our Service Excellence & Call Quality Framework) and deliver constructive feedback, quality score and assessment observations in a highly supportive and effective coaching environment
Maintain effective communication and ensure team members are kept up to date regarding new products, new promotions, new processes & procedures, system enhancements and any other important updates to Contact Centre operations
Lead by example and drive positive team culture to maintain high levels of employee engagement
Work closely with other Team Leader's and Management to achieve set goals
**What You'll Bring**:

- Minimum of 2 years' Team Leader experience in a busy Contact Centre or Customer Service environment
- Passion for providing a high-level customer experience
- Ability to become proficient regarding Lite n' Easy products, services, systems, processes and procedures
- Excellent communication skills both written and verbal
- High level of attention to detail and problem solving / critical thinking skills
- High level of emotional intelligence with ability to build / maintain effective relationships
- Genuine passion for coaching & mentoring to drive continuous improvement
- Solid proficiency with MS Office and desktop computer skills
- Be flexible and adaptable to change / able to implement change effectively
- Be flexible with working hours, including availability between 8 am and 6 pm Monday to Friday and occasional public holidays (our rosters are released 6 weeks in advance, so plenty of time to plan ahead).

**Skills and Experiences**:
Join Our Team
If you're an Australian Citizen or Resident with a passion for customer service and a drive to make a positive impact, we want to hear from you Take the first step toward a rewarding career with Lite n' Easy.
Lite n' Easy is an equal opportunity employer committed to diversity and inclusion.

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