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Customer Service Team Lead
2 months ago
We are seeking an experienced Customer Service Team Leader to join our team in a temporary contract role within a newly created call centre. This is a rewarding opportunity to work in a friendly and supportive environment with the possibility for ongoing work and future Government opportunities.
Key Responsibilities:- Lead and supervise a team of Customer Service staff to ensure high-quality service delivery
- Monitor and review operational aspects of the contact centre, ensuring key performance indicators (KPIs) are met
- Maintain accurate records and provide statistical data on the contact centre as requested by management
- Ensure contact centre reports are up-to-date, KPIs are achieved, and action is taken based on reports of targets that haven't been achieved
- Facilitate and manage resolution for any conflict situations relating to team members
- Handle and resolve customer complaints through all channels, identify opportunities to improve processes, and prevent future complaints
- Drive and facilitate initiatives to promote a highly engaged team culture and work environment
- Ensure the contact centre is resourced adequately, including the recruitment and onboarding of new staff
- Conduct regular one-on-ones, coaching sessions, and performance conversations with staff to identify training/development needs and knowledge gaps
- Previous experience in a management or team leader role within a contact centre environment
- 5+ years of customer service leadership experience, with a proven track record of achieving objectives
- Demonstrated experience in supervising diverse teams to deliver customer service plans and processes
- Experience and understanding of a workforce management system and rostering tool, to assist with optimising resources through forecasting, scheduling, and monitoring of workforce in real-time, through diverse omni-channels, and/or locations
- Experience working with a queue management solution, including updating ticket options, reporting, and data collection
- Administrative experience working with a telephony call routing system, which includes messages on hold, agent classes, queue settings, and auto-Attendant options
- Stakeholder management experience to build relationships, break down silos, and identify process improvement with other areas of council to ensure a positive outcome and better customer experience
