Banking Call Centre Team Leader

3 weeks ago

Sydney, Australia Employ Full time

Must have banking call centre team leader experience
- Stable work history is critical
- Managing a team of 12

A national provider of home loans and house hold name and market leader is seeking and experienced banking inbound call centre team leader who has worked in banking.

You will be one of 3 team leaders managing your own team of 12 customer service agents working to strict daily KPI's and form part of a team of 40 inbound Customer Care mortgage professionals and will be reporting to the Customer Care Area Manager. This is an excellent opportunity to be part of our energetic, close-knit team.

Our Call Centre is open 7 days a week with operating hours from 8:00am to 8:00pm Monday to Friday and 9:00am to 5:00pm on weekends and Public Holidays. You must be available to work a 37.5 hour week within the above hours on a rotating roster.

As part of a National Contact Centre and Management team, you will lead and inspire your team driving results, handling escalations and maintaining customer service levels and standards. You will engage, motivate and develop your team, leading by example and providing guidance and training where required. You will drive quality of service throughout your team and maintain and meet client service level requirements.

**Role Summary**

Accountable for the effective operation and leadership of their team. Maximize performance and ensure that service standards are met and maintained. Ensure a high level of service is provided at all times while providing mentorship to agents - promoting and encouraging team work and morale.

**Role requirements**:

- Develop a team culture with a high service ethics to ensure the achievement of service standards, and providing a consistently high level of customer service to customers
- Conduct monthly one on one sessions with each team member, to monitor performance and develop staff skills
- Provide regular and adhoc feedback to management on statistics from their designated team
- Service level management and call queue management
- Provide day to day support to team members
- Ensure that appropriate training and development plans are developed and implemented across the team
- Conduct regular performance management activities, ensuring that succession planning, performance planning and performance appraisal processes are adhered to
- Hold regular team meetings and stand ups, ensuring that all staff participate, recognise, contribute and receive updates on business performance

**Experience**:

- Previous team leader in a call centre in banking where you have managed metrics like AHT, ACW, adherance to schedule, Compliance, call centre SLA's.
- Banking experience is essential and a requirement for this role
- Strong leadership skills and enthusiastic attitude to customer service
- Excellent communication and relationship building skills
- Demonstrated ability to drive results through coaching, training & mentoring
- Strong organisational skills and ability to identify issues and solve problems
- Ability to handle escalated complaints and build customer relationships
- Bubbly energetic personality that is passionate about their people

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