Team Leader Customer Contact Centre

**Team Leader Customer Contact Centre**:
**Job no**: 499010
**Work type**: Permanent Full Time
**Classification**: Band 6 ($90,263 - $97,365 pa)
**Categories**: Customer Service

**About the role**
In this pivotal role, you will oversee the team’s handling of customer enquiries, providing guidance on complex issues and resolving escalations effectively. As a dynamic leader, you'll set clear performance objectives and KPIs, ensuring your team consistently meets or exceeds targets. You will monitor customer interactions to assess service quality, identify areas for improvement, and implement targeted training programs. Collaboration with other departments will be key as you stay informed about relevant information and services to support effective responses. Additionally, you will drive process enhancements and operational efficiency, stay current with industry trends, and prepare regular performance reports to inform decision-making. Your leadership will help optimise call handling, manage workforce resources, and support cultural change within the department.

**Work type: Permanent Full Time**
**Classification**: Band 6 ($90,263 - $97,365 pa plus super)

**Key responsibilities include**:

- Oversee the team's handling of customer enquiries, providing guidance on complex issues and ensuring swift and accurate resolutions. Be the immediate point of support to handle escalated customer enquiry.
- As a part of the Contact Centre leadership team, provide strong leadership to the Contact Centre staff, fostering a positive and motivated work environment.
- Monitor customer interactions to assess service quality, identify areas for improvement, and implement necessary training programs.
- Proactively identify areas for process enhancement and operational efficiency within the contact centre, undertaking evaluation across all channels to ensure that standard customer service practices are followed, and quality is maintained.
- Prepare regular reports on enquiries, performance, and present key metrics and trends, and utilise the data and insights to make informed decision and improve service levels.
- Conduct regular performance evaluations, coaching sessions, and team meetings to support professional growth and development.

**About you**
To be successful in this role, you will have relevant Certificate IV qualifications or higher in Customer service, Business Administration, or similar, and relevant experience in a similar position.

**Essential Experience**:

- Proven experience in a leadership role within a contact centre environment, with the ability to foster an environment for high-functioning, productive and engaged teams to operate.
- Strong understanding of customer service operations and best practices including call handing, ticketing systems, queue management and workforce optimisation and demonstrated record of strong commitment and achievement in meeting customer needs.
- Demonstrated experience in successfully managing local level system, process, and culture change.
- Well-developed communication skills, verbal and written, to prepare correspondence, reports, and presentations.
- Demonstrated ability to analyse data and use insights to drive performance and process improvements.
- Proficiency in resolving conflicts and managing challenging interactions with customers or team members in a professional and empathetic manner.

**Child Safety Responsibilities**
We are committed to being a child-safe organisation and have zero-tolerance for child abuse. We have specific policies, procedures, and mandatory training in place to support employees, volunteers, and contractors to achieve and adhere to these commitments. Please read our Child Safe Standards Management Policy.

**Diversity and Inclusion**

**Create our future together at the City of Greater Geelong**
Join the City of Greater Geelong, a community-focused workplace on Wadawurrung Country. We deliver over 130 services to our growing population, striving to make our city a great place to live, work, and study. Our central location for Central Geelong-based employees is the Civic Precinct, Wurriki Nyal, a modern, sustainable, and inclusive workplace, along with our outreach locations.

We support accessibility and encourage discussions about any adjustments or support you may need during the recruitment process.

**Applications and Enquiries**
- We collect demographic data to help us learn who our advertisements are reaching and how we can reach an even more diverse audience. We are committed to building a more diverse team. Your responses to our demographic questions are strictly confidential and will not be individually shared._

**Advertised**: 07 Oct 2024 5:30 PM AUS Eastern Daylight Time
**Applications close**: 28 Oct 2024 11:55 PM AUS Eastern Daylight Time