Leader of Customer Experience Delivery

2 weeks ago

Melbourne, Victoria, Australia beBeeMotivator Full time $90,000 - $110,000
Customer Service Team Leader Role Overview

Ambitious and results-driven individuals are invited to apply for this dynamic position as Customer Service Team Leader.

This role entails overseeing a team of customer relations officers, collaborating with external partners, and ensuring high-quality service delivery in alignment with SLAs.

Key Responsibilities:
  • Lead a team of customer relations officers in handling engagement with third parties and clients via multiple channels, including inbound/outbound calls and email communication.
  • Develop actionable plans to meet contact centre KPIs and provide feedback on the operational environment.
  • Implement rewards and recognition programs to motivate staff and administer incentive schemes on a monthly and quarterly basis.
  • Optimize follow-up calls to maximize appointment rates and maintain high-quality outreach efforts.
  • Maintain contact centre quality assurance standards, including silent monitoring and adherence to established scripts.
  • Analyze data from clinics and develop remedial action plans to address identified gaps.
  • Prepare KPI reports and provide feedback to management, proposing alternative actions when necessary.
Requirements:
  • Completion of VCE or equivalent qualification.
  • Experience in a fast-paced contact centre environment, preferably with a predictive dialer or target-based sales setup.
  • Strong analytical and problem-solving skills, coupled with exceptional interpersonal, communication, and presentation abilities.

This is an exciting opportunity for motivated professionals to join our dynamic team and contribute to delivering exceptional customer experiences.

We are committed to providing a supportive and inclusive work environment that fosters growth and development. If you possess a can-do attitude and a passion for delivering excellent customer service, we encourage you to submit your application.

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