Customer Service Team Lead

1 day ago


Melbourne, Victoria, Australia Belgravia Leisure Full time
About the Role

We are seeking an experienced Customer Service Team Lead to join our dynamic Contact Centre team at Belgravia Leisure.

This is a key leadership role that involves recruiting, managing performance, and leading teams of customer service representatives. As a Team Lead, you will be responsible for attracting and selecting talented individuals, overseeing their performance through coaching and feedback, and providing leadership to achieve collective and individual goals.

Key Responsibilities
  • Manage various channels: voice (inbound/outbound), web messaging, SMS, and email.
  • Lead consultants to achieve goals and metrics.
  • Ensure clear and engaging communication with customers.
  • Achieve sales/service targets through staff development and performance monitoring.
  • Develop a team of highly professional and motivated Contact Centre Consultants.
  • Assess and address performance issues promptly.
  • Foster effective relationships with venue managers and head of department staff.
  • Implement corrective action plans for employee performance improvement.
  • Collaborate with your line manager on termination decisions when necessary.
Requirements
  • Experience managing a team of 10-15 direct contact centre consultant reports.
  • Excellent leadership, people management, and team management skills.
  • Contact Centre experience in a similar environment.
  • Ability to inspire and create enthusiasm, energy, and cooperation in others.
  • Coaching and encouraging staff to perform at their optimum level.
  • Workflow management and efficiency skills.
  • Understanding of contact centre practices, dependencies, and operations.
Benefits
  • Competitive Salary: $80,000 - $110,000 per annum.
  • Flexible Work Arrangements.
  • Free Gym Membership.
  • Employee Benefits Program.
  • Key role in the growth of our contact centre expansion.
  • Opportunities for ongoing training and career development.


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