Digital Customer Service Team Leader

4 weeks ago

Mount Waverley, Australia Techtronic Industries (TTI) Full time

Techtronic Industries (TTI) is a global organisation, a world-class leader in quality consumer and professional products marketed to the home improvement and construction industries. The TTI brands like RYOBI, AEG, VAX and many other are recognised worldwide for their deep heritage, superior quality, outstanding performance and compelling innovation.

Through an ongoing company-wide commitment to cordless technology, innovation and strong customer partnerships, TTI consistently delivers exciting new products that enhance customer satisfaction and productivity. We are committed to ensuring our people have a great experience at TTI, so in addition to an exciting and challenging role we also provide:

- **Lifestyle**: Hybrid working model to support flexibility.
- ** Personal Development**: Access to Linked In Learning and professional development programs.
- ** Health &Wellbeing**: Paid Parental Leave and Employee Assistance Program.
- ** Discounts &Perks**: Generous discounts on company products.
- ** Social**: Recognition programs and social events to celebrate our team’s achievements.

**What your day-today look like**:

- Working with our people and culture team to drive & influence the recruitment & selection of staff - when necessary.
- Contribute to the design and implementation of Change Programmes and Projects (along with our Operational Excellence team) which impact the contact centre.
- Carry out regular 1:1’s, developing a culture where training and development are seen and understood to be priorities of the team.
- Ensure effective and consistent communication throughout the team, encourage feedback and customer insight in order to enhance the customer experience.
- Embed a performance culture, framework and review processes to achieve service levels and improvements against set targets.
- Work with the Resource Planning team to ensure the most effective resource plans are developed and achieved.
- Ensures targets, SLA’s and KPI’s are continually reviewed, and expectations are met with optimum levels of quality & service delivery.

**What you will bring to the role**:

- Minimum of 5 years’ experience leading and managing a customer service team in the digital space.
- Have an intermediate level understanding of Salesforce & SAP.
- Ability to influence and negotiate with your key stakeholders.
- Strong verbal and written communication skills.
- Strong change and project management experience.
- Strong commercial acumen with a sound understating of financial.

If you enjoy working in a fast-paced environment, please APPLY NOW

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