Team Leader

Join an ambitious challenger business in the Telco and Energy Industries - Thrive in a company with a great working culture and great leaders - It's a seriously exciting time to join Vocus and there's even more to come The Team Leader - Assurance is responsible for the performance and day to day management of Vocus’ Support Centre Technicians including; leadership, direction and development of staff, defining and monitoring performance metrics and ensuring customer requests are resolved within defined SLA’s through effective incident management and escalation processes. This role will assist with driving service and process improvement initiatives to increase the efficiency of the Vocus Support Centre and improve customer satisfaction and the overall customer experience. The Team Leader - Assurance, where required, will assist the Head of Assurance with operational management tasks for the Vocus Support Centre Team. **Responsibilities**: - Responsible for the day to day management and performance of the Support Centre team, including leadership, direction and motivation of staff and ensuring the ongoing development of the Support Centre team through training, mentoring and coaching. - Define and establish key performance metrics for the Support Centre team; monitor progress towards the achievement of goals, identifying problem areas and taking corrective action when necessary to ensure the quality of service and prevention of future problems. - Responsible for the recruitment, induction and education of new Support Centre staff. - Ensure that Support Centre staff is provided with technical awareness and training for all new and existing products / services released by Vocus. - Responsible for team engagement through varied work activities, events and reward schemes. - Prepare and manage Support Centre Team rosters, leave and on call schedules. - Stage regular meetings with all staff to discuss and track KPI’s, performance, issues and provide support. - Facilitate, and minute, weekly team meetings and monthly senior team meetings. - Ensure the Support Centre team manage all incidents and service requests according to established Vocus processes and in line with defined SLA’s. - Responsible for ensuring the Support Centre team delivers consistent and exceptional customer service to strengthen relationships with customers and ensure customer satisfaction and a positive customer experience. - Manage escalated customer issues ensuring positive resolution and target CSAT levels maintained, which may include interaction with customers, vendors and the wider Vocus team. - Assist with the investigation, management and the identification of potential improvement initiatives associated with customer complaints **Skills**: - You have the full rights to work in Australia, you are a Permanent Resident or an Australian citizen. - You have at least 3 years of experience in the same role. - Previous leadership experience in a “fast-paced" call centre / service desk environment. Preferably in an IT/Telecommunications-related call centre / service desk. - Knowledge of PC hardware, software and networking as well as network infrastructure helpful. - Experience in co-ordination of resources and delegating effectively - Experience of managing teams across multiple locations desired - Experience working within an ITIL environment and an ITIL v3 foundation certificate highly desirable - Experience in establishing performance metrics and departmental processes - Excellent written and verbal communication and presentation skills Strong Excel, PowerPoint and Word skills **The extra stuff we know you want to know** We know how to celebrate our wins and we know learning from our mistakes makes us better. We are all about flexible working and, hand on heart, we practise work life balance. We high five you on your work anniversary and give you a day off. We work in a hybrid environment of 2 days in our Vocus offices and work from home 3 days each week. We know time off is important for balance, so we have an option to buy more leave. We embrace your unique style and let you be a master of your own style with no dress code. This is just the tip of the iceberg, so jump on our careers site or LinkedIn to find out more **Did I hear you say, “Who is Vocus?”** We are a challenger business in the Telco and Energy Industry. We listened to our customers and heard that they wanted more from a network, so that’s what we’ve given them. - We built the network thanks to our own team of highly skilled fibre engineers. - We own our network giving us easier, straightforward access. - We manage our network here in Australia out of our Melbourne offices. We now have more than 20,000 km of fibre optic cable laid and operational throughout Australia, 5000 on-net buildings connected to our network. LI-VOC LI-Hybrid