Contact Centre Supervisor

4 days ago

Zetland, Australia Belgravia Health & Leisure Group Pty Ltd Full time

**NSW, Gunyama Park Aquatic and Recreation Centre - Zetland 2017**

In managing the centres under The City of Sydney Contract, Belgravia Leisure employs around 500 diverse individuals in roles such as lifeguards, learn to swim instructors, fitness coaches, centre management, and regional support.

The Guest Experience Team works across the different locations and contributes to the Contract’s imperatives of operating sustainably, driving centre attendance, and fostering inclusion for all members of the community.

We are recruiting a **Contact Centre Supervisor** in a **full-time** capacity to coach, develop and be accountable for the performance of Guest Experience Officers.

**Duties and responsibilities include**:

- Work closely with the Guest Experience Manager to deliver guest experience initiatives
- Reporting on team activity and performance
- Conduct coaching and upskilling sessions for Guest Experience Officers to achieve sales and guest experience KPIs
- Maintaining high levels of a guest satisfaction through feedback channels, as measured by Mystery Shopper and Net Promoter Score (NPS) systems
- Engaging with guests and promoting our services
- Develop relationships with all centres and work collaboratively to provide outstanding guest experiences
- Reporting and trend analysis on issues impacting guest experience and sales

**Essential qualification requirement**:

- Demonstrated ability coaching teams to achieve sales or customer experience targets
- High level interpersonal skills and the ability to communicate with a diverse range of guests
- Strong CRM systems knowledge
- Level 2 First Aid
- Current CPR
- Working with Children's Check (Employee status)
- National Police check

We are committed to providing a child safe environment. Please refer to our child safety framework. Successful applicants will be required to obtain a national police check and a Working with Children check.

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