Circle Leader

At Probe CX, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific, Asia and North America, we’re no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than the day before, and our exponential growth is living proof that we have stayed true to this ethos. At Probe, expect to think differently, challenge the norm and find your purpose.

Join our team of Customer Service Experts representing one of Australia’s leading furniture, bedding and outdoor retailer. Our close-knit team know our products inside and out and is committed to helping our customers “transform the homes of everyday Australians everywhere”.

Key Details:
- Rostered Hours: The centre operates between 9:00am-6:00pm Monday-Sunday. Standard operating hours for most channels is 9:00am-5:30pm Monday-Saturday.- Where are we: This is an in-office role located at the national support office at Brickworks Place, Rochedale, QLD (FREE Parking)

Key Responsibilities:
- Positively motivate and coach your team to both improve & sustain team performance to deliver and exceed assigned key performance indicators (KPIs)- Act as a point of escalation for the resolution of complex enquiries- Manage stakeholder expectations- Deliver coaching and mentoring to your agents specifically relating to customer, stakeholder and portfolio management- Drive process improvements- Achievement of contractual KPIs / daily, weekly, monthly targets- Team performance management and engagement- Effective management of activities for Inbound calls to meet service levels- Weekly and Monthly Reporting- Maintain product knowledge at a high level

Key Skills and Attributes Required:
- Experience in coaching and managing real time (GOS and AHT performance.)- Ability to motivate and lead teams- Problem solving and conflict resolution skills- Proficient written and oral communication skills