Team Leader

2 weeks ago

Ballarat, Australia Serco Full time

Excellent opportunity to lead a high-performing team during a time of growth.
- Support our Victorian Government agency client to deliver exceptional service to the community.
- We are hiring a Team Leader for a highly regarded government organization.

**About the Role**

During a time of rapid growth, this is an excellent opportunity to join as Team Leader where you will work with a team who are passionate about the Serco business and the value we can provide to our clients and the Victorian community. This is a newly created role that joins a group of existing Team Leaders to support our growth and delivery of a 24/7 operation.

Reporting to the Operations Manager, you will use your strong leadership skills and experience to lead and support your team of Customer Contact Officers to continually improve engagement and achieve team and individual targets and objectives through effective coaching and development.

You will work collaboratively with operational and support teams to maintain service delivery objectives, proactively monitor performance against KPI’s ensuring all systems, processes and procedures are adhered to, as well as improve quality and productivity and foster a culture of continuous improvement.

The centre operates 7 days a week, 24 hours a day, so flexibility will be required to work across the Centre’s operational hours.

**About You**

You will demonstrate prior experience as a Team Leader within a complex Contact Centre environment and possess strong leadership and engagement skills, coaching and mentoring, well-developed interpersonal skills with the ability to motivate and influence others which is key to success in this role.

You will have a sound understanding of technology, processes, people and dynamics - ideally within a BPO/outsourcing environment and have a deep understanding of Contact Centre metrics and the ability to effectively plan resources for maximum utilisation.

You are driven by purpose and are proud to support a vital service that supports the safety of all Victorians

**About Us**

We provide personal support to members of the community, to help them access a wide range of Government services, health insurance and public transport information, improve road safety and interpreter services. We provide an exceptional level of customer care across Australia and New Zealand to make a positive difference to people’s lives every day.

At Serco, you’ll be part of a team of more than 50,000 people delivering essential services on behalf of governments and organisations around the world.

**Join Us**
- Serco values of Trust, Care, Innovation and Pride underpin everything we do. We are curious, creative and collaborative. Our people help in ways that matter._

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