Contact Centre Team Leader

5 months ago

Carrum Downs, Australia Lite n’ Easy Full time

**Introduction**:
At Lite n' Easy our goal is to create a healthier Australia by changing the way Australians eat. We make it easy for people to eat well, whether they want to lose weight or simply stay healthy. As a quality driven food company, all of our creative energies go into making our meals as delicious as they are healthy.

**Description**:
Our passion for food, good health and creating unforgettable customer experiences through service excellence means that we are continuously improving and growing and as a result we are looking a new Team Leader to support our Melbourne Contact Centre operations in Carrum Downs.

Here are some of the fantastic benefits we offer when you join our great team:

- Free and secure ONSITE PARKING
- FREE GYM with equipment as good as your local gym
- Company DOCTOR/PHYSIO - who visits regularly for skin and general health checks
- DISCOUNTED Lite n’ Easy food
- THEMED EVENTS - Melbourne Cup celebrations, Easter Coffee Cart, Family fun days for you and family, Christmas Gift Cards, and more
- REWARD & RECOGNITION PROGRAM to celebrate your success
- Other benefits like discounts on health insurance + more..

**About the Opportunity**:
This role reports into our Operations Manager - Contact Centre, along with our National Contact Centre Manager.

Our Team Leader's work together to provide hands on support, coaching and mentoring to our customer service consultants, to ensure they are meeting goals, and providing the highest level of care and service to our customers. Each Team Leader will be supervising 10-14 consultants, and will build a positive, supportive, people focused collaborative team culture.

**Day-to-day tasks and activities**:
Support consultants regarding general day-to-day customer inquiries
Assist our customers by effectively resolving any expressions of dissatisfaction or escalated customer complaints received
Facilitate individual team member monthly one on one meetings
Analyse team data / statistics / performance to effectively develop and deliver both individual and team-based learning opportunities
- Complete regular and thorough call quality evaluations for all Contact Centre team members (evaluating against our Service Excellence & Call Quality Framework) and deliver constructive feedback, quality score and assessment observations in a highly supportive and effective coaching environment
- Maintain effective communication and ensure team members are kept up to date regarding new products, new promotions, new processes & procedures, system enhancements and any other important updates to Contact Centre operations

Contribute to developing recognition programs for all staff within the Customer Contact Centre to ensure that high performance is regularly rewarded
Lead by example and drive positive team culture to maintain high levels of employee performance engagement
Work closely with other Team Leader's and Management to achieve set goals

**To be successful in this role, you will possess**:
Minimum of 2 years' Team Leader experience in a busy Contact Centre or Customer Service environment
Passion for providing a high level customer experience
- Ability to quickly become proficient regarding Lite n' Easy products, services, systems, processes and procedures

Excellent communication skills both written and verbal
- High level of attention to detail and problem solving / critical thinking skills
- High level of emotional intelligence with ability to build / maintain effective relationships
- Genuine passion for coaching & mentoring to drive continuous improvement
- Solid proficiency with MS Office and desktop computer skills
- Be flexible and adaptable to change / able to implement change effectively

**Contact Centre Hours of Operation**:
Monday to Thursday 8am to 6pm| Friday 8am to 5pm but flexibility during daylight saving

You must be an Australian Citizen or Resident to apply.

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