Contact Centre Team Leader

2 days ago

Parramatta, Australia Ventia Pty Limited Full time

**95k package,** work with one of the market leaders
- **Parramatta based, permanent full-time position**:

- Be part of an inclusive and high-performing team

Ventia's Operations Centre (VOC) is located on Darug Land (Parramatta, NSW) and is a 24/7 National Contact Centre. The VOC provides inbound and outbound customer service, technical resolution management, critical incident management, work order management, triage, live subcontractor management, planning, and scheduling of work services. **Hours of work consist of** a rotating roster between 8am & 11pm, Monday to Friday. There is also a requirement for the successful applicant to work one weekend every month.**

**The Opportunity**

Reporting to the Senior Manager, the Team Leader is responsible for the day-to-day operations of approx. 15 Customer Service Coordinators. This involves setting targets, ensuring customer calls are handled professionally, providing coaching, and mentoring the team.
- Work closely with the team in developing, mentoring, and motivating them to deliver contract outcomes and role objectives
- Proactively supervise and coordinate activities of the Customer Support Coordinators to ensure a high quality, relevant client experience
- Ensure training and development plans are maintained for all team members
- Maintain and update various databases, spreadsheets, and documents
- Manage daily/weekly/monthly rosters via the workforce management system
- Call queue monitoring throughout the day and managing adjustments as required to meet service levels

**Benefits**
- Supportive, friendly, and diverse office environment
- Comprehensive onboarding training program designed to set you up for success, continued support and professional development
- Manage, nurture, and grow your own team

**Could you be our next Team Leader?**
- 1-2 years’ experience leading a contact centre team of at least 15 people
- Excellent people management abilities
- A collaborative and engaging working style
- Thrive working in fast paced and high-volume environments
- Known for your self-awareness and emotional intelligence
- You pride yourself on your excellent communication skills

**Diversity**

We acknowledge the importance of our people’s diverse experiences, talents and cultures. Embracing diversity and creating inclusion is a key component of our talent strategy. The creation of a diverse, inclusive workforce is central to our ability to unlock potential and enhance our success.

**How to apply**

Position Reference Number:152125

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