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Career Opportunities: Lead Customer Service
3 weeks ago
As a Customer Service Team Leader, you will be responsible for leading a team of customer relations officers and coordinating with external partners to ensure service quality and adherence to SLAs.
The role involves devising action plans to meet contact centre KPIs, providing feedback on the operational environment, driving rewards and recognition programs, allocating follow-up calls, and upholding contact centre quality assurance standards.
- Lead a team of Customer Relations Officers to handle engagement with third parties and clients via multiple channels (inbound/outbound calls, email)
- Devise action plans to meet Contact Centre KPIs and provide feedback on the operational environment
- Drive rewards and recognition programs to motivate staff and run incentive programs monthly and quarterly
- Allocate follow-up calls to maximize appointment rates and maintain high-quality outreach
- 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
- 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
- Knowledge of Call Centre Telephony and Technology
At our organization, we pride ourselves on helping our people achieve their full potential. We provide constructive feedback and training opportunities to empower our people to excel.
We believe that everyone has a unique set of skills and talents. Our inclusive and diverse work environment is where everyone feels valued, respected, and supported to succeed.
By joining our team, you can expect to learn and grow with us. Our commitment to your success starts from day one and continues throughout your career with us.
Ready to take the next step in your career? Apply now to become part of a dynamic and supportive team
