Team Leader

2 weeks ago

Brisbane, Australia TROOCOO Pty Ltd Full time

Inclusive and collaborative team culture
- Growth Organisation
- CBD Location

Troocoo are proud to be partnering with a leading Financial Services organisation that are values driven and highly competitive within their market. This organisation prides themselves on ensuring best practice at all times and remaining customer focused in all that they do.

Due to growth we are looking for the position of Team Leader, reporting to the Operations Leader. You will be expected to drive and lead an already high performing team. On a day-to-day basis you will be required to provide ongoing support and management to a team of ten while being the point of escalation and assisting with training and development opportunities. Key responsibilities will include:

- Uphold organisational Culture and cultivate a customer centric environment focused on providing tailored outcomes to individual circumstances
- Monitor, manage and motivate the team, following a performance management framework where necessary
- Maintain key operational process and procedures
- Ensure team members are effectively managed within their probationary period and beyond, ensuring coaching and development requirements are met
- Support and maintain incentive structures for the operational group
- Address, document, and conduct issues appropriately in line with policies and procedures
- Complete monthly call calibration and coaching sessions with your team in line with prescribed targets
- Ensure the team adheres to, and are punctual for, shift patterns with any variance being addressed through recorded discussion

This position is best suited to an experienced leader that has worked within a call centre environment. You will be customer centric, outcomes focused and display a strong passion for leadership and your people - fostering their individual development. This organisation is values driven organisation and place a high level of emphasis on customer experience and providing the best possible service; You will resonate with this and enjoy working within a global organisation that strives for continuous improvement.

This position allows you to work within a high performing, team orientated, inclusive environment that celebrates success and encourages collaboration and openness. This role will offer growth opportunities, as the business expands, to employees that are high performers and strong contributors.

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