Team Leader

5 days ago

Oakleigh, Australia A2B Australia Full time

**About the Role**

The Team Leader role models excellent standards of customer service and satisfaction through effective personal customer relations skills. The Team Leader - will lead, coach, and motivate a team of Specialist, to deliver departmental KPI’s, targets and objectives.

The Team Leader will be accountable for setting targets and objectives with a focus on ensuring the Team achieve objectives around performance, by increasing performance capability and engagement in the team with a focus on improving behavioral metrics such as absenteeism, staff turnover, lateness, etc.

**About Your Responsibilities**
- Lead and motivate a Team to optimum performance levels to achieve agreed targets contributing to the Company’s objectives.
- Drive rewards and recognition programs to motivate staff to meet business targets by supporting incentive programs on monthly and quarterly basis.
- Uphold Contact Centre quality assurance standards by undertaking silent monitoring, side by side coaching ensuring staff follow the correct scripts, ensuring all customer requirements are accurately entered into the system.
- Deliver administrative supporting functions required for the Contact Experience Centre to provide accurate, high-quality service which complies with all legislative requirements.
- Provide clear and concise direction, support, and guidance to the team through effective coaching, leadership and setting of SMART objectives.
- Lead the team to monitor and enhance the quality of all customer service interactions undertaken.
- Manage performance through regular, effective reviews 1:1’s with development plans for each team member and ensure clear goals are set focusing on continuous improvement.
- Role Model and display the required standards of behavior
- Delegate tasks and when appropriate to team members to ensure the effective and efficient running of the department.
- Identify and implement improvements to enhance the customer experience or improve operational efficiency.

**About You**
- Previous experience of working experience in a similar environment for 2 plus years
- Preferred Relevant Tertiary qualifications aligned to Contact Centre environment e.g.: Operations management, customer service management
- Sound understanding of dealing with customer resolution, Conflict resolution and Customer complaints.
- Familiarity with Real Time Management & Performance Management.
- Excellent communication and telephone manner
- High level of interpersonal relationship skills
- Intermediate level of computer literacy MS Office - Word, Excel and Outlook
- Promote & enhance company reputation by providing professional & effective assistance
- Process improvements
- Ability to work well under pressure
- Managing and resolving customer objections and complaints.

**How do I apply?**

This is a fantastic opportunity to build on the career you have developed to date and be part a growth period in an long running organisation.

Please note that shortlisting may commence prior to the closure date.

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