High-Performing Contact Centre Team Leader

2 days ago

Perth, Western Australia beBeeCustomerCentric Full time $60,000 - $85,000
Job Description:

We are seeking a highly skilled and experienced Team Leader to join our Contact Centre team. The successful candidate will be responsible for leading a high-performing team of agents, ensuring excellent customer service and meeting business objectives.

The core hours of the contact centre are 8:00am to 6:00pm, Monday-Friday, with all staff expected to be flexible to work rotating rosters.

Key Responsibilities:
  • Lead a team of up to 15 agents
  • Build and drive performance to ensure end-customers have an excellent service experience
  • Deliver high quality contact centre services for multiple clinics across Western Australia
  • Manage day-to-day line activities, prioritise and make risk and impact assessments within existing processes
  • Conduct call reviews per staff member and provide training, guidance and feedback where required
  • Work with the management team to identify and deliver positive change and business efficiencies
Required Skills and Qualifications:

To be successful in this role, you will need:

  • A minimum of 3 years' experience as a Team Leader in a high-volume contact centre environment
  • Excellent communication and leadership skills
  • Able to motivate and coach agents to become a high-performing team
  • Extensive experience in complaints management and escalations
  • Good understanding of contact centre management software
Benefits:

We offer a range of benefits to support your health and well-being, including:

  • Competitive rate of pay
  • Range of employee benefits such as paid parental leave, discounted health insurance and gym memberships
  • Commitment to your health and well-being with access to our Employee Assistance Programme and fitness platform
  • Collaborative and professional working environment with flexible work options
  • Comprehensive induction training and ongoing development opportunities through our immersive learning platform
How to Apply:

If you are a motivated and experienced Team Leader looking for a new challenge, please submit your application. We look forward to hearing from you.

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