Contact Centre Supervisor

Permanent Full Time PM Supervisor 12-8pm

In our Contact Centre we’re passionate not just about training and developing you for the role you’re in, but nurturing, coaching and developing our employees to be the best version of themselves and setting them up for continued success with National Storage and beyond.

We want to support, motivate and inspire our team to achieve the best results for themselves and in turn for our business and stakeholders. If you are someone that shares the same values and have previously supervised a Contact Centre team then we’d love to hear from you.

Our team is a high performing call centre with high expectations. We exceed a Grade of Service of 90/10 and truly believe in ensuring the customer gets what they need first time, so our ability to question our customers in order to deliver on their expectations is paramount.

**The Role**:
Reporting into the Contact Centre Manager, our Contact Centre Supervisor is an integral part of our company culture and business success. The responsibilities include:
Supervise the Contact Centre and take responsibility for its daily operational performance
Work closely with the other supervisors to create a winning team within a team
Drive sales performance through coaching and feedback with agents
Ensure a monthly 1-2-1 is completed with each agent
Ensure all customer complaints or call escalations are addressed promptly, professionally and in a courteous manner
Assist in recruitment where needed
Contribute to the ongoing development of a service and sales-focussed culture within the team.
Deliver high quality customer service by providing general information and professional advice in a friendly way whilst ensuring our customers needs are met
Promote National Storage's brand and products to increase conversions such as insurance, storage space and vehicle hire
Proactively build relationships within all levels of the business with a key focus on our Storage centre teams
Achieve team targets by getting the best out of your agents.

**Benefits**:
Permanent role within a successful and expanding business which employs great people
Structured two-week training and induction program to ensure your success
Access a range of benefits including paid parental leave, well-being subsides and unlimited retail discounts
Work with an innovative commercial business that values teamwork, care & excellence

**About You**:
Building team moral and a great team culture comes naturally to you.
Your Ego doesn’t drive your decisions. Teamwork and trusting your team does.
You enjoy building relationships and this is matched with a passion and interest for helping people.
You have excellent written and verbal communication skills with the ability to be empathetic, negotiate and influence.
You thrive when working in a team environment but also excel working autonomously.
You have a motivated and proactive approach to your role and team
Proficient at using technology and multitasking between different systems
Available to work Monday to Friday (12pm to 8pm) OR Tuesday to Saturday (12pm to 8pm).

**This Will Make you Stand Out**:
You have used Genesys Call centre technology (desirable)
You have a personality that wants to give the ultimate service to our customers
Your positive nature oozes out of you

Our Story

Established in 2000, National Storage is one of Australasia’s largest self-storage providers, tailoring self-storage solutions in 200+ storage centres across Australia and New Zealand. As an ASX 200 listed company, we have experienced our success by focusing on the most important part of our business - our people and our customers.

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