Contact Centre Team Leader

14 hours ago

Parramatta, Australia Ventia Pty Limited Full time

95k package, work with one of the market leaders
- Parramatta based, permanent full-time position working 11am - 7pm, Saturday to Wednesday
- Be part of an inclusive and high-performing team

Ventia's Operations Centre is located on Darug Land (Parramatta, NSW) and is a 24/7 National Contact Centre. The VOC provides inbound and outbound customer service, technical resolution management, critical incident management, work order management, triage, live subcontractor management, planning, and scheduling of work services.

**The Opportunity**

Reporting to the Senior Manager, the Team Leader is responsible for the day-to-day operations of approx. 25 Customer Service Coordinators. This involves setting targets, ensuring customer calls are handled professionally, providing coaching, and mentoring the team.
- Work closely with the team in developing, mentoring, and motivating them to deliver contract outcomes and role objectives
- Proactively supervise and coordinate activities of the Customer Support Coordinators to ensure a high quality, relevant client experience
- Ensure training and development plans are maintained for all team members
- Maintain and update various databases, spreadsheets, and documents
- Manage daily/weekly/monthly rosters via the workforce management system
- Call queue monitoring throughout the day and managing adjustments as required to meet service levels

**Benefits**
- Supportive, friendly, and diverse office environment
- Comprehensive onboarding training program designed to set you up for success, continued support and professional development
- Manage, nurture, and grow your own team

**Could you be our next Team Leader?**
- 1-2 years’ experience leading a team
- Excellent people management abilities
- A collaborative and engaging working style
- Thrive working in fast paced and high-volume environments
- Known for your self-awareness and emotional intelligence
- You pride yourself on your excellent communication skills

**Why Ventia?**

Ventia is a leading infrastructure services company, operating across Australia and New Zealand. Our clients are the owners and operators of assets that are critical to our local communities.

We pride ourselves on working smart, safely and sustainably, harnessing the latest technologies and brightest minds. With a diverse and proud heritage, we have a track record of delivering essential services to the communities in which we operate.

**Diversity**

We acknowledge the importance of our people’s diverse experiences, talents and cultures. Embracing diversity and creating inclusion is a key component of our talent strategy. The creation of a diverse, inclusive workforce is central to our ability to unlock potential and enhance our success.

**How to apply**

Position Reference Number:149684

**Job Segment**:Call Center, Manager, Customer Service, Management

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