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Customer Care Team Leader

3 weeks ago

Oakleigh, Australia A2B Australia Full time

**The Role**

As a Customer Care Team Leader, you will lead and provide support to the Customer Care Specialists with frequent coaching and mentoring to assist in keeping their conflict resolution skills sharp. You are accountable for leading and achieving set targets and objectives by increasing performance capability and engagement in teams.
- Lead a team of Customer Care Specialists to deliver exceptional customer experiences and timely resolution to tickets raised.
- Lead, coach, and motivate a team of Customer Care Specialists, to deliver KPI’s, targets and objectives.
- Manage and oversee financial budgets and authorsiations, in conjunction with Senior Leaders
- Role model continuous improvement mindset, build great relationships within the team and with internal stakeholders to influence and ensure the best customer outcome is provided

**Your Responsibilities**

***
Your role will involve leading a team of Customer Care Specialists to deliver quality Customer Experiences, efficiently.
- Day-to-day operation and people management of the team, in relation to attendance, quality and overall productivity
- Coaching and mentoring employees
- Assisting in their development
- Identifying improvement areas
- Championing a culture where people are happy at work and do their best to help achieve personal and company goals

**About You**

***
You’re a natural leader, a solution finder and a team player that works well in a team.

You get where you and your team fit into the bigger picture, understand Contact Centres and how every day is not the same.

You’re a people person, putting your people and the people we service first.

You’ve worked in Contact Centres for 2+ years in a similar position.

**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 a long running organisation.

Please note that shortlisting may commence prior to the closure date