Client Service Team Leader

6 days ago

Sydney, Australia Anton Murray Consulting Full time

Sydney- Ancillary Areas- PermanentOur client is an expanding business looking for a confident and experienced financial services client service/call centre team leader to manage a team of up to 10 people. They will provide leadership, guidance and support to the team whilst maintaining high levels of quality client interaction.

**Key Responsibilities**:

- Managing the daily running of the team
- Ensure KPI metrics are achieved, setting and meeting performance targets
- Manage outbound call campaigns and provide structured and accurate reports
- In order to support the team, handle the most complex complaints
- Manage costs effectively in line with budget requirements
- Create training plans for all new employees to ensure effective training opportunities
- Provide leadership and support to direct reports in the Response Centre
- Engage and motivate direct reports to ensure morale in team is high at all times
- Manage recruitment and workforce planning at all times
- Supporting the Operations Manager and other business units in projects
- Putting controls in place to ensure department operates in line with corporate objectives
- Responsibility to identify poor performers, set expectations, provide training and measure performance
- Perform call monitoring each month to identify training requirements and to provide feedback to agents to improve
- Establishing clear communication channels and liaising with Team leaders, Departmental heads and third/external parties to gather information and resolve issues
- Handling the most complex customer complaints or enquiries and first point of contact for escalations from Team Leaders and Department Heads
- Addressing process, procedure, quality concerns and reducing error rate and inefficiency
- Play a significant role in long-term planning, including initiatives geared toward operational and service excellence

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