Team Leader, Contact Centre

4 weeks ago

Melbourne, Victoria, Australia Ingenico Group Full time

Job Title: Contact Centre Team Leader

Job Summary:

Ingenico Group is a global leader in the fintech market, with over three decades of experience and a diverse community of experts. We provide merchants with a comprehensive range of services and solutions that eliminate payment complexity and make purchasing quick, seamless, and secure for consumers. As a Contact Centre Team Leader, you will play a crucial role in ensuring the effective and efficient functioning of our Technical contact centre.

Key Responsibilities:

  • Lead a team of technical support representatives to meet or exceed performance targets, enhance individual and team capabilities, and maintain a positive work environment.
  • Oversee daily operations of the Helpdesk contact centres, ensuring efficient use of resources, adherence to service level agreements, and achievement of performance targets.
  • Assist the Contact Centre Manager to implement strategies to optimise contact centre operations, including improving agent productivity, outcome-based performance, streamlining workflows, and enhancing customer/merchant satisfaction.
  • Recruit, train, and coach contact centre agents, ensuring they possess the technical skills and product knowledge required to provide excellent customer support.
  • Establish and implement performance evaluation systems to regularly assess agent performance, identify areas for improvement, and provide feedback to enhance skills and performance.
  • Act as the point of escalation for complex issues and assist contact centre agents in resolving challenging customer problems.
  • Collaborate with other departments such as field service and quality assurance to identify customer/merchant pain points and suggest enhancements or process improvements.
  • Maintain contact centre technology infrastructure, including telephony systems, call routing software, and customer relationship management tools, to ensure optimal performance.
  • Analyse contact centre metrics, generate reports, and utilise data-driven insights to identify patterns, trends, and areas for improvement in service quality and customer satisfaction.
  • Assist in the implementation strategies to minimise customer/merchant complaints, ensuring the contact centre delivers an unparalleled experience.
  • Keep abreast of advancements in relevant technology and industry trends to maintain a competitive edge and make well-informed recommendations for process improvement.

Requirements:

  • Strong leadership skills to motivate and guide a team of Helpdesk & technical support agents.
  • Excellent communication and interpersonal skills to effectively interact with both customers and team leaders & members.
  • Solid organisational and time management abilities to prioritise tasks and ensure efficiency.
  • Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.
  • Excellent problem-solving skills and ability to understand technical issues.
  • Flexibility and adaptability to adjust to changing priorities and handle multiple tasks simultaneously.
  • Ability to work well under pressure and remain calm in stressful situations.
  • Analytical mindset to analyse data and identify trends or areas for improvement.
  • Self-motivated with the ability to meet tight deadlines without supervision.
  • Ability to work well in a team environment.

Experience:

  • Proven track record of successfully leading and managing a team, preferably in a fast-paced and multi-channel contact centre environment.
  • Proven track record in the ability to analyse data, generate reports, and utilise insights to drive improvements.
  • Strong technical background with a deep understanding of the technical support industry and best practices.
  • Proficient in utilising contact centre technologies and software, such as ticketing systems, customer relationship management (CRM) tools, and workforce management systems.

Qualification:

  • No specific qualifications required, however, a proven history of successful people leadership in a Help Desk environment is desirable.
  • Awareness of ITIL.

Compliance:

  • Contribute to health and safety at work by identifying, reporting, and controlling hazards and promptly reporting incidents.
  • Comply with all applicable company policies.
  • A favourable Police Check and other background checks are required.

Information Security:

  • Comply with company policies and procedures in relation to Information security and confidentiality.
  • Avoid working in a manner that represents any unacceptable risk to information security, including non-work activities which result or could result in breach of the information security policy.
  • Report any breach of privacy, security, or confidentiality in a timely manner to protect the interests of the company.

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