Team Leader, Contact Centre

4 days ago

Melbourne City Centre, Victoria, Australia Hays Full time $104,000 - $130,878 per year

Your new company

Join a fast-growing, B Corp-certified bank that's attracting individuals who want to align their values with their work and contribute to positive change in the community and the environment We currently have a permanent full-time opportunity for a Contact Centre Team Leader to join the Head Office in Collingwood. This role is ideal for someone with a genuine passion for motivating and developing individuals and teams, and who thrives in a purpose-driven environment.

Your new role

As a Call Centre Team Leader, you'll play a crucial role in ensuring exceptional customer service and team performance. You'll lead a team of customer service representatives, fostering a positive work environment and driving results.
  • Ensure the team meets customer needs, service levels, and achieves sales and referral targets.
  • Handle all enquiries and transactions in accordance with policies, guidelines, and service standards.
  • Actively contribute to process improvement initiatives, enhancing customer service and operational efficiency.
  • Monitor call and digital channel volumes, assess staff workloads.
  • Coordinate and implement staff training in consultation with peers.
  • Establish and manage performance objectives for individuals and the team.
  • Provide timely, accurate performance reporting.
This role requires flexibility to work a rotating roster between 8:00am and 8:00pm, Monday to Friday, with occasional Saturday shifts from 9:00am to 2:00pm.

What you'll need to succeed

  • Previous experience managing a contact centre team.
  • Ability to inspire, coach, and develop team members.
  • Excellent communication, interpersonal and organisational skills.
  • Ability to effectively determine priorities and allocate work under high workloads.
  • Ability to manage conflict satisfactorily and to solve problems.
  • Experience in Banking or Financial Services is advantageous, but not essential.

What you'll get in return

  • Flexible working options, competitive salary, and 14% superannuation.
  • Staff benefits include 24/7 free counselling, free flu vaccinations, discounted gym memberships, and more.
  • Dog-friendly workplace – bring your furry friend to work
  • Opportunity to earn five additional days of bonus annual leave each year.
  • Work in a B Corp certified office with fantastic facilities and close to public transport.
  • Access to ongoing, personalised training and development.
  • Be part of a collaborative, people-focused culture.

What you need to do now

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.

If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.

LHS 297508 # Jemma Latemore

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