Call Center Team Manager

1 week ago

Melbourne, Victoria, Australia beBeeTeamleader Full time $75,000 - $95,000
Job Title

The Team Leader is responsible for the day-to-day supervision of a group of call center associates, fostering a productive and dynamic work environment.

  • Supervise a team of call center associates, overseeing work performance and attendance in accordance with organizational policies and legal requirements.
  • Coach direct reports to enhance their performance and meet weekly targets through regular feedback and guidance.
  • Identify and address performance-related issues, developing action plans for improvement and implementing corrective actions when necessary.

Maintain service quality by ensuring customer expectations are met, adhering to contractual Key Performance Indicators (KPIs) and financial objectives. Communicate employee expectations clearly and provide timely updates.

Conduct team meetings to facilitate open communication and encourage input. Schedule and organize team activities to promote collaboration and engagement. Stay up-to-date on internal processes, policies, and procedures.

Promote company values through behavior and attitude, serving as an advocate for team members and driving high motivation within the team. A skilled individual capable of coaching and developing team members to achieve performance goals.

Work effectively under pressure and deliver results-oriented outcomes, leveraging strong written and verbal communication skills. Lead the team in multi-tasking, prioritization, and meeting deadlines while mentoring, coaching, and guiding team members.

Manage employee status, participate in transfers, promotions, or regularization, ensuring all necessary steps are taken before any changes occur.

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