Real Time Lead

5 days ago

Joondalup, Australia Royal Automobile Club of WA Full time

With over 1.3 million members RAC is one of WA's most iconic and trusted brands. We are a purpose-led member organisation striving to create greater value for our members and deliver on our purpose to be "The driving force for a better WA." - We are currently seeking a highly motivated and performance-focused individual to join our team as a Real Time Lead on a full-time permanent basis. This is a key leadership role within a fast-paced, dynamic environment, supporting our Sales and Member Service teams in achieving their performance objectives through effective resource management and real-time operational oversight. - In this role, you will lead a team of Real Time Coordinators and play a crucial part in driving operational efficiency, monitoring performance trends, and implementing strategic improvements. - About the role: - Provide ongoing leadership, coaching, and support to a team of Real Time Coordinators, encouraging professional growth and development. - Oversee day-to-day operations and ensure the successful execution of business strategies and service initiatives. - Monitor real-time call activity (inbound and outbound) to optimise productivity and ensure prompt and efficient service to members. - Analyse performance data, identify trends, and share actionable insights with stakeholders and senior leadership. - Maintain and update workforce schedules using workforce management systems in line with business needs. - Develop and deliver strategic initiatives that support continuous improvement and team success. - About You - We’re looking for someone who brings energy, insight, and a passion for performance. You will have: - A strong commitment to member satisfaction, with a focus on continuous improvement. - Analytical skills and the ability to interpret data to inform business decisions. - Proven leadership experience with the ability to inspire, support, and develop a high-performing team. - A collaborative mindset with a focus on building a positive and productive work environment. - Excellent communication skills, both written and verbal, with the ability to engage and influence others. - Empathy, resilience, and professionalism in challenging situations. - Familiarity with scheduling and workforce management tools such as CXOne or IEX is advantageous - Ability to adapt in a high-volume, fast-paced environment. - Advanced proficiency in Microsoft Office, particularly Excel. How to Apply - We welcome external applicants who are ready to take on this leadership opportunity and contribute to our ongoing success.

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