Team Lead, Customer Service

2 weeks ago

Melbourne, Australia WEX Inc. Full time

Job Scope

The Team Leader Customer Services AU supports our Australian Customer base and is an important role in the APAC Customer Operations team. The position will be responsible for leading and developing a team of 8 customer service advisors, workforce and queue management, quality standards and the achievement of CX and operational targets. With an emphasis on creating engagement within your team and driving a continuous improvement culture this position is suitable for a proactive hands on leader, who is experienced in using data to gain insights and drive improvements.

What we offer
- Competitive salary and attractive benefits
- Fixed Term Opportunity
- Hybrid working
- Fantastic work-life balance
- Melbourne CBD location

The Role and Responsibilities

Operations and Service Improvement
- Monitor customer support metrics to ensure quality and timely resolution of all customer contacts via the support channel in line with external and internal SLA’s.
- Manage the day today operation of the team through scheduling, some forecasting and intraday monitoring
- Create, adapt, adopt, invent and improve systems and process to enhance customer experience and efficiency while ensuring all regulatory requirements are met
- Develop a deep understanding of our customer, products and systems through regularly talking to customers and helping our team manage escalations as required.
- Complete end of month tasks as required

Leadership
- Motivate and strengthen the caliber of the team through personal development, knowledge sharing and coaching.
- Build broad relationships across the business, particular with stakeholders in the customer journey to encourage collaboration
- Facilitate and drive performance development through the performance management process.
- Help build an engaged, customer centric team by setting clear goals, rewarding positive behaviours and demonstrating our WEX leadership values.
- Actively contribute to a culture where customers are at the heart of our business and living our values

Knowledge, Skills and Personal Attributes
- Experience in managing the employee lifecycle management through hiring, onboarding, training and development.
- Demonstrated ability to use data to drive improvements in workforce management, customer and employee experience
- Advanced management, prioritization skills, goal setting, planning and work scheduling skills
- Understanding of the customer and merchant life cycle would be advantageous
- Demonstrated effective communication skills
- Good Computer Literacy

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