Customer Service Senior Coordinator

1 week ago

Melbourne, Victoria, Australia beBeeTeamLead Full time

This role is responsible for leading a team of Customer Relations Officers. The Team Lead will coordinate with external partners to ensure service quality and adherence to SLAs.

Key Responsibilities
  • 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
RequirementsEssential Skills and Qualifications
  • 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
Desirable Skills and Qualifications
  • Certificate in Call Centre Operations
  • Knowledge of Call Centre Telephony and Technology
  • Experience in cold calling and approaching new clients
Benefits

Amplify your purpose with our company

One of the ways we amplify careers is by helping our people achieve their full potential. We provide constructive feedback and training opportunities to empower our people to excel. If you're ready to put in the hard work, your dedication and achievements will be recognised.

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