Customer Support Team Leader
3 weeks ago
We're looking for an experienced Team Leader to join our Ventia Operations Centre (VOC) team in Adelaide, supporting the Across Government Facilities Management Arrangement (AGFMA) for the Government of South Australia.
Ventia's Operations Centre (VOC) provides inbound and outbound customer service, technical resolution management, critical incident management, work order management, triage, live subcontractor management, planning, and scheduling of work services.
The Opportunity
- Reporting to the Senior Manager, the Team Leader is responsible for the day-to-day operations of the team, involving setting targets, ensuring customer calls are handled professionally, and providing coaching and mentoring.
- Work closely with the team to develop, mentor, and motivate them to deliver contract outcomes and role objectives.
- Proactively supervise and coordinate activities of the team to ensure a high-quality, relevant client experience.
- Ensure training and development plans are maintained for all team members.
- Maintain and update databases, spreadsheets, and documents.
- Manage daily, weekly, and monthly rosters via the workforce management system.
- Monitor call queues throughout the day and make adjustments as required to meet service levels.
About You
- You have excellent people management abilities and a collaborative working style.
- You thrive in fast-paced and high-volume environments and have self-awareness and emotional intelligence.
- You take pride in your excellent communication skills.
About Ventia
- Ventia is a leading infrastructure services company operating across Australia and New Zealand.
- We pride ourselves on working smart, safely, and sustainably, harnessing the latest technologies and brightest minds.
- We value diversity and are committed to providing a safe and positive environment that provides equal opportunities for individuals of all backgrounds.
Apply Now
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