Current jobs related to Team Leader, Contact Centre Specialist - Melbourne, Victoria - Ingenico Group

  • Contact Centre Team Leader

    2 weeks ago

    Melbourne, Victoria, Australia Australian Unity Full time

    Australian Unity is seeking a highly skilled and experienced Contact Centre Team Leader to join our team.The successful candidate will lead and develop a team of Customer Solutions Consultants to manage all inbound and outbound enquiries for our health insurance members, ensuring a positive experience is delivered accurately, each and every time.The Contact...

  • Team Leader, Contact Centre

    4 weeks ago

    Melbourne, Victoria, Australia Ingenico Group Full time

    Job Title: Contact Centre Team LeaderJob Summary:Ingenico Group is a global leader in the fintech market, with over three decades of experience and a diverse community of experts. We provide merchants with a comprehensive range of services and solutions that eliminate payment complexity and make purchasing quick, seamless, and secure for consumers. As a...

  • Contact Centre Team Leader

    4 weeks ago

    Melbourne, Victoria, Australia Australian Unity Full time

    Australian Unity is seeking a highly skilled and experienced Contact Centre Team Leader to join our Customer Solutions Centre team.We are looking for a leader who can inspire and motivate our team to deliver exceptional customer experiences, drive business growth, and contribute to a positive and inclusive work culture.About the Role:As a Contact Centre Team...

  • Contact Centre Team Leader

    4 weeks ago

    Melbourne, Victoria, Australia Australian Unity Full time

    Australian Unity is seeking a highly skilled and experienced Contact Centre Team Leader to join our Customer Solutions Centre team.We are looking for a leader who can inspire and motivate our team to deliver exceptional customer experiences, drive business growth, and contribute to a positive and inclusive work culture.About the Role:As a Contact Centre Team...

  • Contact Centre Solution Specialist

    3 weeks ago

    Melbourne, Victoria, Australia Myob Full time

    This is a Contact Centre Solution Specialist role with one of the leading companies in Australia, Myob, with an amazing team. They are continuing to grow rapidly, offering a chance to join right as the company takes off.About the TeamThe team at Myob is a highly collaborative conduit between Sales, Tech, Product, and Marketing, ensuring the needs of SME &...

  • Contact Centre Team Lead

    4 days ago

    Melbourne, Victoria, Australia Ingenico Group Full time

    Ingenico, a global leader in fintech, seeks a seasoned professional to oversee its contact centre operations. With a strong technical background and leadership skills, this individual will be responsible for ensuring seamless customer interactions.The Contact Centre Manager plays a pivotal role in driving customer satisfaction and loyalty. Key...

  • Contact Centre Solution Specialist

    4 weeks ago

    Melbourne, Victoria, Australia Myob Group Limited Full time

    About the RoleWe are seeking a highly skilled Contact Centre Solution Specialist to join our Genesys Cloud team within Customer Operations.As a key member of our team, you will be responsible for supporting the management of Genesys Cloud at MYOB to deliver exceptional customer experiences.You will work closely with stakeholders to understand company goals...

  • Contact Centre Manager

    4 weeks ago

    Melbourne, Victoria, Australia Ingenico Group Full time

    Ingenico Group is a global leader in the fintech market, with over three decades of experience and a diverse community of experts. Our innovative range of services and solutions eliminate payment complexity and make purchasing quick, seamless, and secure for consumers.The Opportunity: We are seeking a highly skilled and experienced Contact Centre Manager to...

  • Contact Centre Manager

    4 weeks ago

    Melbourne, Victoria, Australia Ingenico Group Full time

    Ingenico Group is a global leader in the fintech market, with over three decades of experience and a diverse community of experts. Our innovative range of services and solutions eliminate payment complexity and make purchasing quick, seamless, and secure for consumers.The Opportunity: We are seeking a highly skilled and experienced Contact Centre Manager to...

  • Contact Centre Manager

    4 weeks ago

    Melbourne, Victoria, Australia Ingenico Group Full time

    About the RoleIngenico Group is seeking a highly skilled Contact Centre Manager to lead and manage our Helpdesk teams. As a Contact Centre Manager, you will play a critical role in ensuring the smooth and efficient operation of our contact centre, focusing on delivering exceptional customer service and support to all our customers and merchants.Key...

  • Contact Centre Operations Manager

    2 weeks ago

    Melbourne, Victoria, Australia Ingenico Group Full time

    Ingenico Group is a global leader in the fintech market, with a rich history of innovation and a diverse community of experts driving the evolution of commerce worldwide.We provide merchants with a comprehensive range of services and solutions that simplify payment processes and enhance the consumer experience, across various sales channels and payment...

  • Strategic Contact Centre Operations Manager

    3 weeks ago

    Melbourne, Victoria, Australia SMAART Recruitment Full time

    Dynamic and Experienced Strategic Contact Centre Operations ManagerWe are seeking a highly skilled and motivated Strategic Contact Centre Operations Manager to join our team. As a key member of our Senior Leadership team, you will be responsible for driving the growth and success of our sales contact centre.About the RoleLead the development and...

  • Strategic Contact Centre Operations Manager

    4 days ago

    Melbourne, Victoria, Australia SMAART Recruitment Full time

    As a Sales Team Lead - Contact Centre Operations, you will be responsible for spearheading the growth and expansion of our contact centre. You will oversee daily operations to ensure agents meet sales targets while maintaining high-quality customer interactions. Key Responsibilities: Operational Management: Oversee daily operations to ensure agents meet...

  • Strategic Contact Centre Operations Director

    4 weeks ago

    Melbourne, Victoria, Australia SMAART Recruitment Full time

    About the RoleWe are seeking a highly experienced Strategic Contact Centre Operations Manager to spearhead our sales team's growth and expansion. As a key member of our Senior Leadership team, you will collaborate with the CEO to align sales strategies with overall business objectives.Key ResponsibilitiesOperational Management: Oversee daily operations to...

  • Strategic Contact Centre Operations Director

    4 weeks ago

    Melbourne, Victoria, Australia SMAART Recruitment Full time

    About the RoleWe are seeking a highly skilled Strategic Contact Centre Operations Manager to lead our sales team and drive business growth.This is a unique opportunity to join a leading Australian company and contribute to our expansion.Key ResponsibilitiesOperational Management: Oversee daily operations to ensure agents meet sales targets while maintaining...

  • Team Leader

    1 month ago

    Melbourne, Victoria, Australia Belgravia Leisure Full time

    The RoleWe are seeking a highly skilled and experienced Team Leader to join our Contact Centre team at Belgravia Leisure. As a Team Leader, you will be responsible for leading a team of Contact Centre Consultants to achieve sales and service targets, while ensuring excellent customer experience.Key ResponsibilitiesManage and motivate a team of Contact Centre...

  • Team Leader

    3 weeks ago

    Melbourne, Victoria, Australia Belgravia Leisure Full time

    About the RoleWe are seeking a highly skilled and experienced Team Leader to join our Contact Centre team at Belgravia Leisure. As a Team Leader, you will be responsible for leading a team of Contact Centre Consultants to achieve sales and service targets, while ensuring excellent customer experience.Key ResponsibilitiesManage and lead a team of Contact...

  • Team Leader

    3 weeks ago

    Melbourne, Victoria, Australia Belgravia Leisure Full time

    The RoleWe are seeking a highly skilled and experienced Team Leader to join our Contact Centre team at Belgravia Leisure. As a Team Leader, you will be responsible for leading a team of Contact Centre Consultants to achieve sales and service targets, while ensuring excellent customer service and a positive work environment.Key ResponsibilitiesManage and lead...

  • Team Leader

    4 weeks ago

    Melbourne, Victoria, Australia Belgravia Leisure Full time

    The RoleWe are seeking a highly skilled and experienced Team Leader to join our Contact Centre team at Belgravia Leisure. As a Team Leader, you will be responsible for leading a team of Contact Centre Consultants to achieve sales and service targets, while ensuring excellent customer service and a positive work environment.Key ResponsibilitiesManage and lead...

  • Team Leader

    4 weeks ago

    Melbourne, Victoria, Australia Belgravia Leisure Full time

    The RoleWe are seeking a highly skilled and experienced Team Leader to join our Contact Centre team at Belgravia Leisure. As a Team Leader, you will be responsible for leading a team of Contact Centre Consultants to achieve sales and service targets, while ensuring excellent customer experience.Key ResponsibilitiesManage and motivate a team of Contact Centre...

Team Leader, Contact Centre Specialist

2 months ago

Melbourne, Victoria, Australia Ingenico Group Full time

About the Role:

The Contact Centre Team Leader is a crucial position at Ingenico Group, responsible for ensuring the effective and efficient functioning of our Technical contact centre. This role requires a strong focus on delivering exceptional customer service and support, while overseeing a team of technical and customer support agents.

Key Responsibilities:

  • Lead a team of technical support representatives to meet or exceed performance targets, enhance individual and team capabilities, and maintain a positive work environment.
  • Oversee daily operations of the Helpdesk contact centers, ensuring efficient use of resources, adherence to service level agreements, and achievement of performance targets.
  • Assist the Contact Centre Manager to implement strategies to optimise contact center operations, including improving agent productivity, outcome-based performance, streamlining workflows, and enhancing customer/merchant satisfaction.
  • Recruit, train, and coach contact center agents, ensuring they possess the technical skills and product knowledge required to provide excellent customer support.
  • Establish and implement performance evaluation systems to regularly assess agent performance, identify areas for improvement, and provide feedback to enhance skills and performance.
  • Act as the point of escalation for complex issues and assist contact center agents in resolving challenging customer problems.
  • Collaborate with other departments such as field service and quality assurance to identify customer/merchant pain points and suggest enhancements or process improvements.
  • Maintain contact center technology infrastructure, including telephony systems, call routing software, and customer relationship management tools, to ensure optimal performance.
  • Analyse contact center metrics, generate reports, and utilise data-driven insights to identify patterns, trends, and areas for improvement in service quality and customer satisfaction.
  • Assist in the implementation strategies to minimise customer/merchant complaints, ensuring the contact centre delivers an unparalleled experience.
  • Keep abreast of advancements in relevant technology and industry trends to maintain a competitive edge and make well-informed recommendations for process improvement.
  • Develop and maintain relationships with customers/merchants, including participating in monthly and quarterly operational reviews.

Requirements:

  • Proven track record of successfully leading and managing a team, preferably in a fast-paced and multi-channel contact centre environment.
  • Proven track record in the ability to analyse data, generate reports, and utilise insights to drive improvements.
  • Strong technical background with a deep understanding of the technical support industry and best practices.
  • Proficient in utilising contact centre technologies and software, such as ticketing systems, customer relationship management (CRM) tools, and workforce management systems.
  • Reporting and Analytics: Establish key performance indicators (KPIs), create reports, operational reviews and analyse data to measure and report on contact centre performance, identify trends, and proactively address areas of improvement.

Core Competencies:

  • Drive a high-performance culture
  • Good time management – ability to prioritise and multitask
  • Ability to work well within your team and autonomously
  • Ability to be proactive and take initiative
  • Meet KPIs

Qualifications:

  • No specific qualifications required, however, a proven history of successful people leadership in a Help Desk environment is desirable
  • Awareness of ITIL

Compliance:

  • Contribute to health and safety at work by identifying, reporting and controlling hazards and promptly reporting incidents
  • Comply with all applicable company policies
  • A favourable Police Check and other background checks are required

Information Security:

  • Comply with company policies and procedures in relation to Information security and confidentiality
  • Avoid working in a manner that represents any unacceptable risk to information security, including non-work activities which result or could result in breach of the information security policy
  • Report any breach of privacy, security or confidentiality in a timely manner to protect the interests of the company