Contact Centre Team Lead

2 days ago

Melbourne, Victoria, Australia beBeeCustomerService Full time $60,000 - $90,000

Customer Service Team Leaders drive the success of our Contact Centre. They are accountable for leading a high-performing team and ensuring excellent service delivery to clients.

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  • Lead a team of Customer Relations Officers to handle engagement with third parties and clients via multiple channels (inbound/outbound calls, email)

As a key member of the management team, you will be responsible for developing action plans to meet Contact Centre KPIs and providing feedback on the operational environment.

Key Responsibilities
  • Devise strategies to improve customer satisfaction and loyalty
  • Develop and implement effective coaching and mentoring programs to enhance staff performance
  • Drive rewards and recognition programs to motivate staff and run incentive programs monthly and quarterly
  • Uphold contact centre quality assurance standards, including silent monitoring and script adherence
  • Collect and analyse data from clinics; develop remedial action plans to address gaps
  • Prepare KPI reports and provide feedback to management; propose alternative actions when needed
  • Conduct probationary reviews and align new starters with role expectations
  • Identify performance issues and implement coaching or escalation as needed
  • Provide regular coaching to inspire performance and maintain consistency
  • Conduct performance management discussions and ensure processes are followed within timeframes
  • Share best practices with CROs and foster a collaborative team environment
  • Promote a culture of healthy competition and staff development
  • Identify training needs and work with CRO trainer to support outcomes
  • Ensure accurate recording of database records with no duplication of contacts
  • Review and contribute to procedures and workflows as directed
Requirements
  • Completion of VCE or equivalent
  • Experience in a fast-paced Contact Centre environment (preferably with a predictive dialer) or target-based sales
  • Experience as a Team Leader in an outbound Contact Centre
  • Experience working with KPIs
  • Demonstrated ability to sell and achieve targets under pressure
  • Certificate in Call Centre Operations

The ideal candidate will have exceptional analytical and problem-solving skills, as well as excellent interpersonal, communication and presentation skills.

Working at Our Organisation
  • We are committed to creating a positive and inclusive work environment that supports the growth and development of our people.
  • We offer opportunities for career advancement and professional development.
  • We believe in treating all employees with respect and dignity.

This is a full-time position offering a competitive salary and benefits package.

Contact us today to discuss this exciting opportunity further

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