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Call Centre Team Leaders Nsw State Government
2 weeks ago
$55 per hour + Super | 37.5 hours per week
- NSW State Government | Work from Home + Parramatta Location
- ASAP Start | Estimated 12-month temp assignment, potential to extend
- **$55 per hour + Super | 37.5 hours per week**:
- **NSW State Government | Work from home + Parramatta Location**:
- **ASAP Start | Estimated 12-month temp assignment, potential to extend**
**About the Company**
Our large NSW State Government client drives integration and efficiency across long term planning, precincts, housing, property, infrastructure, open space, environment, natural resources including land, water, mining, energy and growing our industries.
**About the Role**
They are currently seeking multiple Call Centre Team Leaders to join their team based in Parramatta. This is an estimated 12 month temp assignment, with a potential to extend.
Working within a Call Centre environment, you will be responsible for leading, mentoring and driving team performance to support the delivery of high quality customer service to vulnerable clients experiencing financial hardship with their energy costs through the Energy Accounts Payment Assistance (EAPA) Scheme.
In this rewarding role, you will be undertaking the following duties
- Lead and mentor the EAPA team in the effective service delivery
- Drive team morale and customer centric culture
- Monitor and review project budgetary allocations for the program to track expenditure
- Manage systems and processes to ensure optimal use
- Develop and implement continuous improvement and streamlined processes
- Partner with stakeholders to ensure efficient and effective service delivery
- Implement Service Level Agreements
- Assist the Manager in developing KPI’s, facilitating training to all employees of new processes
- Provide Manager with operational insights including generating reports, correspondence, briefings and other documentation
- Records and database management, ensuring high integrity, accuracy and confidentiality
- Ensure compliance with best practice and legislative requirements
**About You**
To be successful in this great assignment you will have the following
- Minimum 2 years Team Leader Contact Centre experience
- Demonstrated experience working within a high-volume contact centre environment
- Previous experience working within a sensitive/complex environment
- Professional, Resilient and confident with a customer service delivery focus
- Impeccable communication skills, both verbal and written
- Solid analytical, conflict resolution and problem solving skills
- Superior organisational skills with the ability to multi-task and prioritise conflicting deadlines
- Strong computer literacy and proficiency with MS Office suite
- Flexible to work across a rotating roster 9am - 5pm Monday to Friday
- Ability to commence and commit to the duration of the assignment
**How to Apply**
**Only suitable applicants will be contacted**.
