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Operational Team Lead

2 months ago

Brisbane, Queensland, Australia Kount Full time
About the Role

We are seeking a highly skilled and experienced Team Leader to join our F2 W Service Desk team. As a key member of our operations team, you will be responsible for delivering exceptional customer service to our clients and consumers, while creating a great employee experience that drives revenue generation, retention, and risk reduction.

Key Responsibilities
  • Lead a large multi-skilled operational team handling inbound phone-based customer service and back-end processing work.
  • Support an inclusive environment valuing diverse perspectives.
  • Achieve Service Level Agreements (SLAs), quality measures, and other key objectives.
  • Provide operational support as directed.
  • Develop and analyze data to enhance Fit2 Work Operations and customer experience.
  • Work cross-functionally to improve services and implement operational efficiencies.
  • Analyze quality programs and outcomes to develop the front-line team.
  • Raise issues and risks, and support mitigation efforts.
Requirements
  • 5 years of experience, with 3 years in a team leader position managing 5+ individuals.
  • Ability to solve problems and make decisions that set directions for team members.
  • Customer-focused and result-driven.
  • Excellent communication skills, both written and verbal.
  • Customer service experience.
  • Planning and scheduling in a high-volume work environment.
  • Identification and implementation of process improvement initiatives.
  • Intermediate-Advanced MS Excel skills.
  • High integrity and ethics.
What Sets You Apart
  • Client-facing experience.
  • G-Suite and Service Now experience.