Call Centre Team Leader

7 days ago

Upper Mount Gravatt, Australia Queensland Ageing and Disability Services Full time

Call Centre Team Leader

We are seeking a highly motivated and experienced Team Leader to join our dynamic and team. You will be responsible for a small team of call centre operators to ensure the highest level of quality customer experience, productivity and efficiency.

You will have a genuine passion for quality customer service and delivering an empathetic client-centric approach, proven ability to use rigorous logical methods to resolve difficult problems with effective solutions and highly developed organisational skills with the ability to prioritise to meet deadlines.  You will be highly skilled in relationship building, complaint management and de-escalation of complex cases.

This full-time role will suit someone with a genuine passion for customer service and a strong track record in team leadership within a call centre environment.

In this role you will:

- Lead the day-to-day operations of the call centre team, providing guidance and support to team members.
- Monitor staff performance against expected standards and with the intention to ensure workload equality. You will do this by engaging in regular team development conversations to ensure training and coaching is provided where required.
- Improve and monitor staff knowledge and skills through induction, training, coaching and professional development plans.
- Be available for team and client queries for de-escalation, complaint handling and complex case management wherever required.
- Manage staff resourcing and workforce planning needs in conjunction with the Human Resource Manager.
- Assist in recruitment, induction, and training of new staff.
- Positively influence staff morale and facilitate team cohesion to maintain high quality standards and a customer service focus.

To be successful in this role you will have/be:

- 3+ years’ experience in a leadership position in a contact centre environment.
- Proven experience in supervising and coaching a high performing team to reach KPIs.
- Excellent verbal and written communication skills including report writing.
- Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
- Knowledge of call centre technology and software. Proficient with CRM systems (Alayacare or other systems) and strong Office skills (Word, Excel, PowerPoint).
- Ensure compliance with record-keeping and process documentation standards
- Handle customer escalations, ensuring a positive outcome and high levels of satisfaction.
- Implement continuous improvement initiatives to optimise workflows and enhance team productivity.
- Ability to drive and increase a positive working culture.
- Skilled at establishing positive relationships quickly with a solutions-focused approach.
- Experience in aged care services or a strong passion for client satisfaction would be highly regarded.
- Experience with the Commonwealth Home Support Program and Home Assist Secure would be highly regarded.

Working at Mt Gravatt Community Centre means joining a diverse, talented, and caring community where our people feel included, valued and connected.  We are passionate about transforming the wellbeing of people at work. It’s at the core of all that we do.

Essential Requirements:

- Must hold or be eligible to obtain a current National Police Certificate
- Must hold a QLD Driver's Licence.
- Must hold a Diploma in Business Administration or a related field, with significant experience in a similar role

Our commitment to you:

- Competitive remuneration
- Salary Sacrifice
- Volunteer leave
- Paid parental leave
- Flexible, diverse, and challenging work
- Annual Staff Conference
- Access to training and professional development
- Career development through internal mobility

If you are passionate about customer service, have a proven track record in managing a call centre team, and are looking for an exciting new challenge, we would love to hear from you. 

Role is paid at the relevant award level according to Social, Community, Home Care and Disability Services (SCHADS) Award 2024.

Pay: $60,000.00 - $70,000.00 per year

**Benefits**:

- Parental leave
- Professional development assistance
- Salary packaging

Schedule:

- Monday to Friday

**Experience**:

- leadership: 3 years (preferred)

Licence/Certification:

- Police Check (preferred)

Work Authorisation:

- Australia (required)

Work Location: In person

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