Shift Team Leader

6 days ago

Joondalup, Australia Royal Automobile Club of WA Full time

Joondalup / Hybrid
- Shifts: Rotational 6 am - 2 pm & 3 pm - 11 pm, Alternating Weekends
- Salary: Competitive + Super + 10% Shift Allowance

Our Sales and Service contact centre support over 1 million RAC members providing exceptional member experiences every day. At the heart of it all, helping members through breakdowns, consulting on the best products to meet their needs and helping them get the most out of their membership with RAC.

We are currently on the lookout for a seasoned Team Manager to lead our ‘out of hours’ contact centre teams in this Shift Team leader position.

As a Shift Team Leader, you'll be the driving force behind our team during late and early morning shifts.

Your responsibilities will include:

- Fast, proactive problem-solving to address challenges on the fly.
- Team management, handling absences, and serving as the go-to person for real-time scheduling out operations teams’ hours.
- Monitoring and enhancing consultant performance.
- Addressing member escalations and towing issues from third parties and stakeholders.
- Creating and overseeing coaching plans for team members, actively supporting sales results through the For the Better experience.
- Conducting monthly quality assurance assessments and staying updated on RAC product guidelines and legislative standards.
- Identifying trends and issues through daily trackers and relevant reports, taking decisive action and providing feedback to leaders.
- Managing consultant performance to meet KPIs, targets, and business objectives.
- Promoting, communicating, and engaging the team in business initiatives, competitions, product marketing campaigns, and change management to foster active engagement.

A bit about you;
- You are an experience team leader within a contact centre or similar fast paced environment.
- You are comfortable making decisions and can address challenges head on and you thrive in a fast-paced environment.
- You are a people person with the ability to manage stakeholders, build relationships and display compassion, tactful discretion, and confidentiality at all times.

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