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Customer Service Team Lead
2 months ago
Job Title: Customer Service Team Lead
Job Type: Full-time
Industry: Government
Location: Parramatta
Job Description:
We are seeking an experienced Customer Service Team Lead to join our team at Charterhouse Recruitment. As a Customer Service Team Lead, you will be responsible for leading a team of Customer Service Representatives and providing operational support across all aspects of Customer Service within the business.
Key Responsibilities:
- Lead, supervise and coach contact centre staff to ensure all services are delivered to a high standard
- Monitor and review day-to-day operational aspects of the omni-channels of the contact centre, ensuring KPIs are met
- Maintaining accurate records and provide statistical data on the contact centre as requested by Management
- Ensuring contact centre reports are up to date, KPIs are achieved and action has been taken based on reports of targets that haven't been achieved
- Ensuring accurate reconciliation of daily takings and associated documentation at the conclusion of each day
- 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
- Ensuring call 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
Requirements:
- Previous experience in a Management or Team Leader role within a Contact Centre environment
- 5+ years 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
