Contact Centre Team Leader

3 days ago

Wyong, Australia ING Bank (Australia) Full time

**Are you a passionate people and customer focused leader?**:
**Come and “Do Your Thing” closer to home**:
Our swanky new Customer Care HQ has opened on the Central Coast and we have **two** opportunities available for energetic and dynamic **Team Leaders **to develop, manage and maintain one of our high performing teams.

In these roles, you'll be responsible for up to 18 Customer Care Specialists ensuring team engagement and delivery of operational objectives.

We are looking for someone that can coach and develop a team as well as manage escalated client issues to ensure the delivery of an exceptional Customer Experience.

**What are you going to do? You will be**
- Managing a team to meet high performance individual, team and Contact Centre KPI’s and expectations.
- Delivering sales through service by providing outstanding customer service to all internal and external customers.
- Generating and analysing reporting; plan and execute actions linked to KPI’s.
- Managing client escalated issues and resolving in a timely manner.

**What are we looking for? Someone who has**
- Proven management and leadership experience within a Contact Centre environment.
- Coached and developed individuals into high performers.
- Multi-Channel or Sales experience in a Contact Centre environment.
- High level of self-awareness and emotional intelligence.
- Excellent communication and presentation skills (written and verbal).
- Exposure to workforce planning systems and processes.

**What are the benefits for you?**
- Annual rest day
- Encouraged work/life balance, with a flexible combination of work from home and work in office
- Open and dynamic team environment
- Employee Wellbeing Program so that you can be your “Best You”
- Free onsite parking

**About Us**

At ING, we want to make life simpler and more worthwhile - for everyone who banks with us, for the people who work with us, and the community at large, too.

When you come to work at ING, you’re joining a team where individuality isn’t just accepted, it’s encouraged. We’ve built a culture that’s fun, friendly and supportive - it’s the kind of place where you can be yourself and make the most of whatever you have to offer.

We give people the freedom to take risks, think differently, take ownership of their work, and make great things happen. We’re here to help you get ahead. And with our global network, there’s plenty of scope to take your career in new directions, perhaps even ones you’ve never considered.

Sound like the kind of place you’d feel at home? We’d love to hear from you.

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