Customer Support Supervisor

2 weeks ago

Parramatta, Australia Ventia Pty Limited Full time

Competitive pay package, work with one of the market leaders
- Supportive, friendly, and diverse office environment
- Based in Parramatta, flexible shift hours

**Our 24/7 centre is located in the heart of Parramatta CBD.** At the **Ventia Operations Centre**, we work closely with a diverse range of customers who are active participants of several front-line public services and sectors. These are schools, defence and social infrastructure networks, social housing, and corporate real-estate.

**What is on offer**:

- Work a structured roster that offers start time variety to suit home life.
- Competitive Salary, time in lieu when overtime worked.
- Join our hub for emerging talent
- Fantastic, collaborative, supportive and fun team
- Fun and comprehensive onboarding induction and training program designed to set you up for success
- Monthly rewards and celebrations
- Free coffee and snacks
- Access to **VenPerks - Ventia's employee benefits platform.**:

- Goal orientated daily and monthly competitions
- A great central office location close to public transport.

**About the role**

Reporting to the Senior Manager, the Supervisor is responsible for the day-to-day operations of the team. This involves setting targets, ensuring customer calls are handled professionally, provide coaching and mentoring to the Customer Support Coordinators. Supervisors are also responsible for the taking of overflow calls and escalations.
- Work closely with the team in motivating and coaching them to deliver contract outcomes and role objectives
- Ensure the team understands business requirements, contract SLA's, key performance metrics
- Ensure training and development plans are maintained for all team members
- Monitor and take appropriate actions to ensure work orders are completed within contractual service level agreements
- Maintain and update various databases, spreadsheets, and documents
- Manage daily / weekly /monthly rosters via the workforce management system
- Take overflow and escalated calls as required
- Call queues are monitored throughout the day and adjustments are made as necessary to meet service levels
- Conduct call reviews per staff member and provide guidance and feedback where required

**About You**
- Prior experience in Call Centre environment in a team lead or supervisory role
- Must be tech savvy, we use multiple systems and screens
- Excellent verbal & written communication skills, conflict resolution, attention to detail
- Resilience when dealing with challenging calls

**About Ventia**

Ventia is a leading infrastructure services company, operating across Australia and New Zealand. Our clients are the owners and operators of assets that are critical to our local communities.

We pride ourselves on working smart, safely and sustainably, harnessing the latest technologies and brightest minds. With a diverse and proud heritage, we have a track record of delivering essential services to the communities in which we operate.

**Diversity**

We acknowledge the importance of our people’s diverse experiences, talents and cultures. Embracing diversity and creating inclusion is a key component of our talent strategy. The creation of a diverse, inclusive workforce is central to our ability to unlock potential and enhance our success.

**How to apply**

Position Reference Number: 150521

**Job Segment**:Call Center, Real Estate, Manager, Customer Service, Sales, Management

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