Team Leader

1 day ago

Joondalup, Australia Probe CX Full time

At Probe Group, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific, Asia and North America, we’re no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than the day before, and our exponential growth is living proof that we have stayed true to this ethos. At Probe, expect to think differently, challenge the norm and find your purpose.

Utilise your contact centre leadership skills to develop a team of Customer Support agents

The Team Leader will be responsible for the daily management of the team’s engagement and development, as well as the monitoring and management of adherence to the centre’s internal KPIs. You will be responsible for working closely with the operations team, with any client or customer escalations or feedback.

Key Details:
- Location |Joondalup- Centre Hours | Rotating roster 7am to 7pm Monday to Friday-
Key Tasks and Responsibilities:
- Positively motivate and coach your team to both improve & sustain team performance to deliver and exceed assigned key performance indicators (KPIs)- Perform Quality Assurance assessments and provide feedback- Conduct regular effective one on ones and team meetings- Maintain and develop relevant knowledge of campaign products & systems- Ensure clear, constructive and timely communication with key stakeholders- Contribute and facilitate fun and culture of Probe CX- Conduct Monthly Performance Reviews to maximise performance

Key Skills and Attributes Required:
- Proven ability to effectively coach, develop and motivate team members- Problem solving, negotiation and conflict resolution skills- Ability to analyse data and report on team results- Previous experience within similar role- Ability to motivate and lead teams- Proficient written and oral communication skills

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