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Contact Centre Operations Lead

3 weeks ago

Newcastle, New South Wales, Australia Charterhouse Recruitment (Australia) Full time
About Us:
Charterhouse Recruitment (Australia) is a leading recruitment agency specializing in customer service and operations roles. We are committed to delivering exceptional results and building long-term relationships with our clients and candidates.

The Opportunity:
We are seeking an experienced Contact Centre Team Leader to join our team on an approximate 2-3 month contract. The ideal candidate will have a strong understanding of customer service leadership and be able to supervise, coach, and develop Contact Centre staff to deliver high-quality services.

Key Responsibilities:
The successful candidate will be responsible for:
  • Leading, supervising, coaching, and developing Contact Centre staff
  • Monitoring and reviewing day-to-day operational aspects of the team and Contact Centre
  • Maintaining accurate data
  • Promoting continuous improvement and innovation by reviewing and updating processes
  • Handling complex inquiries and adapting to diverse scenarios

Requirements:
To be successful in this role, you will need:
  • 5+ years of customer service leadership experience
  • Demonstrated experience in supervising diverse teams to deliver customer service plans and processes
  • Experience with Workforce Management Systems and Rostering Tools
  • Experience working with Queue Management Solutions

Why Choose Us:
At Charterhouse Recruitment (Australia), we offer a dynamic and supportive work environment that values innovation and teamwork. We are committed to delivering exceptional results and building long-term relationships with our clients and candidates.