Team Leader
1 week ago
Primary Location
Melbourne, VIC
Job Description Summary
Service Stream are seeking a motivated Team Leader to join our Work Order Management Center based in our Collins Street office.
About the Role
The Team Leader plays a vital role in leading, managing and motivating the Work Order Management Centre (WoMC) on behalf of Service Stream’s Telecommunication group under the Unify Networks contract. Working closely with the internal and external stakeholders, they will deliver accurate and quality client outcomes across a 24/7 contact centre operation.- Lead & manage Workforce Management through Scheduling and Utilisation to ensure fulfilment of Work Order requirements- Negotiate & influence resourcing solutions to ongoing resourcing through feedback of relevant department- Lead Service Delivery to Field Team/ Technicians through multiple channels- Lead team performance to achieve Service Level Agreed performance in line with agreed priorities- Act as point of escalation for Field Teams and NBN/ Client and or internal stakeholders- Contribute management and coaching initiatives to champion implementation within the team- Engage team in routine plan/ track and review of performance and identify improvement opportunity- Maintain structured cross skilling of team and resourcing planning to ensure coverage- Ensure compliance adherence within the team and drive to improve all operational KPIs
About You
This is an amazing opportunity for a motivated and innovative leader to join a passionate and supportive team delivering key services within the business.
In addition to the above, we require an individual with:
- A strong sense of urgency and motivation for process improvement with an innovative mindset- Prior experience in People Leadership or similar roles with a focus on the team’s skill development- Experience working within the Telecommunications industry is desirable- Previous experience working with ETA & SNOW is desirable but not necessary
- Service Stream is an equal opportunity employer who believes diversity of thought, background and experience strengthens relationships and benefits our people, clients, and communities. We are committed to cultivate an inclusive and high-performing culture where our people thrive and are proud to bring their whole selves to work, inspiring a respectful and inclusive environment. Service Stream encourages and welcomes the opportunity for applicants to share their lived experiences._
Department
Field Services
How to Apply
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