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Team Leader

2 months ago

Melbourne, Victoria, Australia Belgravia Leisure Full time

The Role

We are seeking a highly skilled and experienced Team Leader to join our Contact Centre team at Belgravia Leisure. As a Team Leader, you will be responsible for leading a team of Contact Centre Consultants to achieve sales and service targets, while ensuring excellent customer experience.

Key Responsibilities

  • Manage and motivate a team of Contact Centre Consultants to achieve sales and service targets.
  • Develop and implement effective coaching and feedback strategies to improve team performance.
  • Ensure clear and engaging communication with customers through various channels.
  • Monitor and analyze contact centre metrics to identify areas for improvement.
  • Collaborate with the line manager to develop and implement corrective action plans for employee performance improvement.
  • Ensure adherence to company policies and legal requirements in the termination process.

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.

Desirables

  • Familiarity with Microsoft Office Suite.
  • CRM experience, including Microsoft Dynamics.
  • Contact centre-specific software, such as Genesys Cloud.
  • Understanding of contact centre metrics.

Benefits

  • Competitive Salary.
  • 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.

Belgravia Leisure is an equal opportunity employer, encouraging applications from qualified and diverse candidates.