Team Leader

2 weeks ago

Rochedale, Australia Probe CX Full time

Lead an inbound customer service team working on behalf of a well-known Australian furniture retailer.

The Team Leader is responsible for delivering and maintaining the performance standards of frontline teams through the creation and coordination of all initiatives designed to meet day-to-day operational KPIs and staff engagement.

Responsibilities also include working closely with the Operations Team, Stores, to assist with any client requests or feedback.

**Key Details**:

- Monday to Friday between 8:00am to 6:00pm with occasional weekend work.
- Location | Rochedale (QLD)

**Key Responsibilities**:

- Drive operational effectiveness across the Contact Centre by implementing best practice initiatives, managing resource priorities and risks, and developing proactive solutions to exceed performance standards
- Manage performance, behaviours and results of your direct reports through One on Ones and Coaching.
- Lead and manage a team of customer service agents to meet required contractual objectives as required.
- Take ownership of and drive outcomes for escalated customer issues by liaising with various client stakeholders to obtain a resolution
- Capture issues, qualify and quantify the impact and communicate the severity of issues appropriately
- Challenge, change and control processes for efficiency and effectiveness.
- Identify process and knowledge gaps and actively seek to resolve them.
- Conduct Monthly Performance Reviews to maximise performance
- Use available data to identify trends, root causes of issues, and opportunities for improvement.
- Identifying and developing future leaders within the team for succession planning.

**About you**:
As an experienced contact centre team leader, you excel at coaching and developing individuals. You are adept at navigating and leading through ambiguous, changing, and complex situations. You possess the ability to build relationships and collaborate constructively with all levels of clients and organizational peers.

You have a strong grasp of Contact Centre metrics and the ability to analyse them, offering recommendations based on your insights. You are proactive in initiating change and influencing outcomes. You are resilient and lead with empathy.

**Key Skills and Attributes Required**:

- Substantial experience within a similar role.
- Experience working directly with stakeholders (internally and externally)
- Ability to motivate and lead teams
- Problem solving and conflict resolution skills
- Proficient written and oral communication skills
- Probe CX firmly believes that the strength of our company lies with the diversity and talent of our people. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, making room for opportunities for each individual to thrive._
- At Probe CX equality is not merely a slogan - it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating you and your 100%_

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