Cx Team Lead

7 months ago

Cremorne, Australia Accent Group Full time

Accent Group Limited is the leading digitally integrated retail and distribution business in the Apparel and Footwear performance and lifestyle market in Australia and New Zealand. With over 800+ stores, 34 brands and over 30+ online platforms. Our brands include; Glue, Platypus, Skechers, Hype DC, Vans, Dr. Martens, Subtype, The Athletes Foot, CAT, Merrell, The Trybe, Timberland, Stylerunner, Hoka, UGG, Saucony, & Nude Lucy

Why work as Accent Group?
- Generous Team Member Discounts off Accent Group brands
- Discounted Gym Membership & Healthcare
- Access our to Employee Assistance Program
- Paid Parental Leave and many more

**About the role**:
We currently have an exciting opportunity to join our CX team as our CX Team Lead. Reporting into the CX Melbourne Operations Manager, you will be responsible for providing leadership, direction, instruction, intraday management, and motivation to the 2 x CX Shift Supervisors and CX Agents within their team. They are responsible for optimising service delivery and fostering a culture that provides an exceptional and seamless Customer Experience.

**Your key responsibilities will be**:
CUSTOMER
- Act as an escalation point for queries within the team and ensure that all queries are handled in a manner that align with the Accent Group brand.
- With the assistance of the Shift Supervisors, manage team rostering, with adherence to wage cost KPI’s. Whilst ensuring appropriate agent availability across all operational hours, and channels.
- Manage day to day floor support for the team ensuring customers are dealt with efficiently and professionally, resolving all contacts as required, meeting business expectations.
- Familiarise the team with customer needs, processes and procedures and tools to support performance.
- Report on key customer insights, contact drivers and trends that will drive continuous improvement in customer satisfaction.

PEOPLE
- Monitor and deliver performance that meets KPI’s through the utilisation of performance measurement tools and reporting.
- Provide daily performance updates to the team via the MS Teams channel, including notification of relevant information such as sales, or volume trends.
- Conduct regular weekly 1:1’s with each of your direct reports.
- Ensure that all CX Agents also receive regular weekly 1:1 coaching conducted either by yourself or one of the two shift supervisors.
- Work in collaboration with the training lead to ensure the team are sufficiently trained and are knowledgeable in all business processes and systems to assist in the resolution of the customer queries.
- Foster an environment oriented to the Company Cultural Commitments, WHS standards, open communication, creative thinking, and cohesive team effort.
- Recognise and celebrate team and team member accomplishments and exceptional performance.

BRAND
- Live and breathe the Accent Group’s Cultural Commitments and embed them in day-to-day duties and responsibilities.
- Work to position The Accent Group to be ‘Best in Class’ for all CX service offerings.
- Develop and maintain effective relationships with internal and external stakeholders.

STRATEGIC
- Work collaboratively with peers to develop and communicate the CX strategy within the team and wider business.
- Collaborate on all projects relevant to the Melbourne agent group.
- Lead, drive and eliminate customer pain points, by optimising service.
- Ensure the Contact Centre is utilising existing Systems in the most effective way possible.

**To be successful you will have**:

- Minimum 3 years of contact center experience is essential.
- Experience as a Contact Centre Team Lead is highly regarded.
- People leadership experience is essential.
- Demonstrated experience in a high-volume Contact Centre environment with a passion to deliver an exemplary customer experience.
- Ability to effectively manage and maintain wage cost budgets.
- Excellent communication and people leadership skills.
- Demonstrated experience in a high-volume Contact Centre environment with a passion to deliver exceptional customer experience.
- Affiliation with Accent Group Core values and “Make It Happen” attitude

At Accent Group Limited we are committed to creating an inclusive workplace that promotes and values diversity and inclusion. We believe in the diversity of our people across age, gender, identity, race, sexual orientation, ethnicity, physical and mental ability. We strive on creating an equal employment environment where everyone from any background can be themselves. The Accent Group acknowledges, and pays respect, to the Traditional Owners and ongoing custodians of the land. The Aboriginal and Torres Strait Islander and Maori people.

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