Contact Centre Team Leader

5 days ago

Brisbane, Australia Perigon Group Full time

Full time permanent role in the CBD
- Stable industry with proven growth
- Great leadership opportunity

**The Company**
Our client is a leading healthcare organisation with a central CBD located office. Due to recent growth in the industry, they are requiring senior support within their contact centre for an experienced contact centre professional.

This role will help to lead their small team and assist with process improvement around their procedures and systems to ensure they are operating as effectively as possible. If you are looking for a step up in your career to a team leader position with a supportive environment, this is the role for you.

**The Opportunity**
The Team Leader is responsible for ensuring that the Contact Centre Team provides a seamless customer experience for all internal and external stakeholders.

Key Responsibilities
- Monitor call queues and direct resources to meet demand particularly during peak call times
- Coaching and mentoring of team to ensure highest levels of customer service are achieved
- Assisting with the development of communication scripts for staff to follow when handling difficult topics
- Ensuring all team members (and team as a whole) adhere to contact centre KPIs to ensure caller wait times are minimised and patient experience is enhanced
- Act as an escalation point for the resolution of questions and queries from internal & external stakeholders
- Produce daily/weekly reports on contact centre performance against targets

**About You**
Ideally you will have at least 2 years experience in a similar role and have shown strong initiative in your roles to go above and beyond your service requirements. You will be a natural leader, willing to help out other members of the team and work collaboratively to achieve business goals.

You will be rewarded with a supportive team environment, an excellent manager and an organisation willing to bring someone up to speed on industry knowledge.

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