Call Response Group

2 weeks ago

Rydalmere, Australia AWA Technology Services Full time

Full time, 38 hours per week;
- Contribute to the future growth and development of the organisation.
- Salary packaging tax benefits
- Birthday Leave

Cabrini Technology Group (CTG) is a leading and fast-growing independent provider of specialist technical services to the healthcare, government and enterprise sectors. CTG is a wholly owned division of Cabrini Health Limited which also owns and operates private hospitals and care facilities. CTG currently has a staff of over 500 located throughout Australia and New Zealand. It shares the mission and values of Cabrini Health Limited and operates as a not-for-profit organisation.

**AWA Technology Services** is a division of **Cabrini Technology Group **and a leading national independent information and communications technology service provider.

We are currently seeking a highly motivated and passionate individual to join the team to ensure that the call coordination processes that facilitate the fulfilment of the contractual obligations to our customers in the Cabrini Technology Group are communicated and coordinated at a highly professional standard at all times.

**Key Accountabilities**:

- Motivate, mentor and support the CRG team members
- Supervising the day-to-day operations of CRG team
- Overseeing service performance and ensure compliance of process
- Interact with field service delivery team to ensure customer service levels and internal productivity targets are achieved
- Prepare and analyse team performance reports daily for distribution to customer. Review and action issues from these daily reports
- Overseeing all projects
- Actively participate in fortnightly, monthly and quarterly customer meetings
- Manage escalations with clients/vendors
- Ensure Team Leader behaviour is a positive example to others
- Manage relationships with third party suppliers/outsourcing to improve services supplied and optimise costs
- Manage and coach team members to ensure knowledge and understanding of all products and current procedures
- Ensure all escalated customer complaints are responded to
- Minimum 2 years’ experience in an "Outbound" or "Inbound" Call Centre Team Leader Role
- Experience supervising customer service / administration services teams, along with work-flow, rostering and scheduling
- High administrative, organisational and time management skills
- Ability to prioritise conflicting deadlines in a multifunctional business
- Demonstrated ability to motivate, mentor and lead a team with coaching and development skills
- Proven strong interpersonal and communication skills (verbal and written)
- Strong attention to detail
- Intermediate to Advanced MS office skills
- Passion for exceptional customer service

A salary package with salary sacrifice benefits will be offered to the successful applicant.

**Salary**: $65,000.00 - $75,000.00 per year

**Benefits**:

- Salary packaging

Schedule:

- Day shift
- Monday to Friday

Work Location: One location

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