Team Leader Contact Centre

**Team Leader | Contact Centre**
- 12 months fixed term full time opportunity
- Hybrid working flexibility, WFH and the office
- Osborne Park location - parking available

**The opportunity**

Silverchain has an immediate opportunity for an experienced Team Leader to join our Osborne Park Contact Centre on a 12 months’ fixed term full time basis. The Contact Centre is a critical touch point for customer interactions, playing a key role in improving the customer experience. We are a support service providing an access point for referrals and communication into the organisation through the provision of a cost effective, highly valued telephony-based service to internal and external clients and service providers, 24 hours a day, 365 days a year.

The Team Leader role is responsible for leading and developing a team of highly engaged, motivated and results driven individuals to deliver best practice customer service to every client each and every time. Responsible for overall team performance and success, you will use developed appropriate KPIs that will allow you to successfully support, coach and mentor each team member through the provision of real time coaching and support.

You will ensure your team of Customer Service Representatives (CSR’s) are engaged, professional, service oriented and have the appropriate care and empathy in all their interactions with internal and external customers. This role will provide motivational leadership to your team.

**Key responsibilities**

The major accountabilities of this position are:

- Support the Contact Centre Manager to achieve Contact Centre KPI’s.
- Lead your Team to drive excellent customer experience.
- Motivate and engage all CSR’s across ensuring a highly engaged team.
- Coach, mentor and evaluate quality of care provided.
- Support CSR’s to achieve KPI’s by providing coaching and support, managing performance and delivering outcomes.
- Achieve Contact Centre KPIs and CSR KPI’s on a consistent basis.
- Training gaps/analysis to be continually identified and delivered to Business Support Team.

**About you**
- Previous experience managing teams in a fast paced, dynamic client focused environment is essential for this role.
- Excellent people management skills, with the ability to coach, mentor, negotiate and influence are critical.
- The ability to inspire and engage a team of individuals to work towards a common goal and achieve excellent outcomes for our clients and the business.
- Strategic thinker.
- Experience working in a similar role within Health would be advantageous, but not essential.

**Benefits**
- Competitive annual salary + super + the ability to salary package up to **$18,550**.
- Comprehensive health and wellbeing resources and support (including 3 annual mental health service sessions for you and your family).
- Discounted private health insurance with Medibank, nib and HBF.
- Paid parental leave of 12 weeks.
- Leave loading payment on top of your annual leave.
- Subsidised gym membership with participating gym partners.

**Based on Silverchain Group Policy, you will be required to provide evidence of your COVID-19 vaccinations, including booster requirements, or evidence of a medical exemption, to be considered for employment with Silverchain.**

**About Silverchain Group**

At Silverchain Group, we are proud members of the Diversity Council of Australia, and our greatest strength is our people. Driven by our values of integrity, respect, trust and compassion, we aspire to create a better home care system for all Australians. With a proud history of more than 125 years, Silverchain Group is an employer of choice and the leading provider of high-quality health and aged care in the homes and communities of more than 65,000 Western Australians every year.

Join our team of more than 4,450 staff, caring for more than 105,000 clients across Australia. We’ll provide you with opportunities to help you develop and grow in your career, with training and education programs to help you achieve your goals.

We reserve the right to commence the recruitment process and extend or withdraw this advertisement prior to the closing date.