Team Leader

6 days ago

Melbourne, Australia Service Stream Full time

Primary LocationVIC - Melbourne - 655 Collins St
- Job Description SummaryService Stream’s Utilities - Network Services division is currently seeking a Team Leader - Contact Center & Compliance to join our growing company. The Team Leader will perform on our Smart Metering contracts supporting the Contact Center staff members to deliver against KPIs and targets for our clients as well as driving Scheduling Compliance.
- About the Role Service Stream’s Utilities - Network Services division is currently seeking a Team Leader - Contact Center & Compliance to join our growing company. The Team Leader will perform on our Smart Metering contracts supporting the Contact Center staff members to deliver against KPIs and targets for our clients as well as driving Scheduling Compliance.

Nature of position: Permanent, Full Time

Reporting Line: Scheduling Manager - Metering Services

Key Responsibilities
- Facilitate and manage all aspects of our contact center team including setting up a roster for our inbound and outbound customer lines as well as manage the incoming work packages processed by the contact center team.
- Monitor, report and analyse team’s performance, KPIs and compliance to ensure targets are met.
- Report on and manage call and scheduling compliance ensuring AEMO rules as well as electricity retailer specific rules are followed.
- Provide coaching and training to team members to improve performance and compliance and ensure a high service level to our clients’ customers.
- Handle escalated customer issues and complaints to ensure prompt resolution.
- Collaborate with our Project Scheduler, Work Allocators and Triage Teams ensuring work orders are getting booked as per the available field capacity.
- Create a motivating workplace culture where all employees feel valued and engaged in their work.

About You
- Minimum 2 years scheduling experience in the electricity industry or minimum 2 years in a senior call center role.
- Ability to coach, mentor, and develop a team.
- Committed to upholding the highest standards of compliance and professionalism.
- Strong analytical skills, particular in reporting in Excel.
- Excellent communication and interpersonal skills.
- Adaptable to stay nimble to meet the changing needs and shifting priorities of our clients.

About Us
- Service Stream is an equal opportunity ASX-listed business that develops and operates Australia's essential services networks across telecommunications, utilities, transport, defence, and social infrastructure industries. Specialising in designing, constructing, and maintaining new and existing networks, we provide end-to-end engineering and asset management solutions for our blue-chip client base. Committed to fostering a workplace culture that values diversity and inclusion, Service Stream actively promotes the employment of Aboriginal and Torres Strait Islanders, people with disabilities, LGBTQI individuals, and other diverse groups. As a signatory to the Veterans Employment Commitment, we also value the skills and experience of ex-ADF members and their partners, strongly considering veterans who meet the key criteria for our employment opportunities._
- Service Stream does not accept any unsolicited resume referrals from external Recruitment or Labour Hire Companies._
- DepartmentField Services

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