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Contact Centre Team Leader

3 weeks ago

Sydney Western Suburbs, Australia HAYS Full time

Contact Centre Team Leader for Local Council | Monday-Friday | $53.73 p/h + Super | Parramatta

**Your new company**

Work as a Contact Centre Team Leader for your Local Council.

**Your new role**
- Actively lead, supervise, coach and develop Contact Centre staff to ensure all services are delivered to a high standard
- Monitor and review day-to-day operational aspects
- Maintain accurate records and provide statistical data when requested by management, on the operation of the Contact Centre
- Ensure all contact centre reports are up to dat, KPI's are being achieved by the individuals.
- Promote continuous improvement and innovation by reviewing and updating all relevant processes, procedures and systems
- Manage resolution/facilitation of conflict situations relating to the Contact Centre team members
- Develop & monitor an effective and flexible roster across all service channels in liaison with the manager
- Conduct regular one-to-one, coaching sessions and performance conversation with staff to identify

**What you'll need to succeed**
- 5 + years customer service leadership experience, with a proven track record of achieving objectives
- Demonstrated experience in supervising diverse teams to deliver customer service plans and processes
- Experience and understanding of a workforce management system and rostering tool, to assist with optimising resources through forecasting, scheduling and monitoring of the workforce in real time
- Administrative experience working with a telephony call routing system, which includes messages on hold, agent classes, queue settings and auto-attendant options
- Stakeholder management experience to build relationships, break down silos and identify process improvement with other areas of council to ensure a positive outcome and better customer experience
- Exceptional ability to communicate, negotiate, build relationships and influence others
- Exceptional conflict resolution skills, with a focus on deescalation and win-win outcomes

**What you'll get in return**
- Work for your Local Council on a 3-month short-term contract (11th March Start Date)
- Standard office hours - Monday to Friday, no weekends
- $53.73 p/h plus super
- PR OR AUSTRALIAN CITIZEN ONLY

**What you need to do now**

If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.

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