Chief Call Center Supervisor

2 weeks ago

Melbourne, Victoria, Australia beBeeOperations Full time $60,000 - $90,000
Job Title:Team Leader, Operations

The team leader is responsible for the day-to-day supervision of a group of call center associates.

Key Responsibilities
  • Supervise and monitor work and attendance in accordance with organization policy and legal requirements.
  • Coach direct reports on their performance regularly to achieve minimum weekly performance metrics.
  • Identify and address performance-related issues, develop an action plan for improvement, implement corrective action as needed.
  • Evaluate service delivery to customers against contractual Key Performance Indicator ('KPIs') and financial expectations.
  • Communicate expectations and provide timely updates to employees.
  • Provide subject matter expertise in handling escalated customer calls as needed.
  • Facilitate team meetings for expedient communication and input.
  • Stay current on internal work processes, policies, and procedures. Participate in required manager development training.
Candidate Requirements
  • Associate's degree in a related field with two to four years of relevant experience preferred.
  • A highly motivated individual with skills to develop and coach team members to meet performance expectations.
  • Ability to work under pressure and follow through on items to completion.
  • Strong written and verbal communication skills.
  • Capacity to lead team members in multi-tasking, prioritization, and meeting deadlines.
  • Willingness to mentor, coach, and provide direction to a team of employees.
  • Flexibility to adapt to changing circumstances.
Role Description

Assumes task-oriented assignments and supervises subordinates to set priorities and complete tasks. Oversees daily activities of business or technical support or production team members. Responsible for handling single and medium-sized lines of business. Decisions are guided by policies, procedures, and business plans; receives guidance and oversight from a manager. Drives direct reports to achieve set metrics and business goals through coaching, mentoring, and regular feedback. Typically spends less than 20% of time performing the work supervised. Handles escalated issues. Supervises non-exempt employees who generally perform either a single task or multiple, but closely related tasks.

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