
Call Centre Team Leadership Opportunity
3 days ago
We are seeking a highly motivated and experienced Team Leader to join our dynamic team.
This is an opportunity for you to utilize your leadership skills, experience, and passion for quality customer service to make a positive impact on our organisation.
You will be responsible for leading a small team of call centre operators to ensure the highest level of quality customer experience, productivity and efficiency.
Main Responsibilities:- Lead the day-to-day operations of the call centre team, providing guidance and support to team members.
- Monitor staff performance against expected standards and with the intention to ensure workload equality. You will do this by engaging in regular team development conversations to ensure training and coaching is provided where required.
- Improve and monitor staff knowledge and skills through induction, training, coaching and professional development plans.
- Be available for team and client queries for de-escalation, complaint handling and complex case management wherever required.
- Manage staff resourcing and workforce planning needs in conjunction with the Human Resource Manager.
- Assist in recruitment, induction, and training of new staff.
- Positively influence staff morale and facilitate team cohesion to maintain high quality standards and a customer service focus.
- Must hold or be eligible to obtain a current National Police Certificate.
- Must hold a QLD Driver's Licence.
- Must hold a Diploma in Business Administration or a related field, with significant experience in a similar role.
- Competitive remuneration.
- Salary Sacrifice.
- Volunteer leave.
- Staff paid parental leave.
- Flexible, diverse, and challenging work.
- Annual Staff Conference.
- Access to training and professional development.
- Career development through internal mobility.
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