Team Leader, Contact Centre

1 week ago

Brisbane, Australia Allianz Partners Full time

**What will you be doing?**

This Team Leader is accountable for leading a team of Customer Service Assistants, aiming to deliver exceptional customer service outcomes in a primarily back office function, delivering services for a number of high profile clients.This is a busy and fast paced role, so we are looking for energy and passion to lead this team, our customers and clients.

**Duties and responsibilities**:

- Development of team capability to achieve goals and build high performance teams through a culture of coaching
- Monitor productivity and results, reviewing individual and team performance reports, identifying trends and providing feedback and coaching
- Maintaining an up to date knowledge of products and services in order to coach and develop the teams to provide superior customer service
- Point of escalation for Customer Service Assistants in respect to complex customer interactions
- Design and implement work practices to gain efficiencies and reduce waste in processes to achieve successful operational outcomes.
- Drive change and continuous improvement
- Managing relationships with internal and external stakeholders
- Report and escalate risk and compliance related concerns, issues and failures to management.
- Actively participate in the management and resolution of risk and compliance related incidents, issues including fraud and corruption risks

**What makes a successful Team Leader?**
- Demonstrated experience leading a front line customer service team in a **high paced and high volume environment**, ideally with strong back office experience
- Ability to interpret and act on real time statistics.
- Demonstrated ability to plan, implement and manage change, including **high level analytical planning **and decision making abilities.
- Demonstrated experience and obvious **passion for coaching**, developing and leading small to medium size teams.
- Moderate to High level of skill in MS Office Suite required.
- Well-developed liaison and communication skills and the capacity to **negotiate and resolve conflict** with clients, staff and management

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