Team Leader

1 day ago

South Brisbane, Queensland, Australia Department of Customer Services, Open Data and Small and Family Business Full time $80,000 - $120,000 per year

The Digital Customer (Smart Service Queensland) team within the Department of Customer Services, Open Data and Small and Family Business (CDSB) provides digitally enabled whole-of-government services to the Queensland public through multiple channels including phone, counter and online. This stream brings together technology, development, products, design, engagement and operations to deliver simpler connected services.

As The Team Leader, You Will

  • Analysing real time and historical data to ensure service delivery standards are met.
  • Conducting and coordinating coaching and development activities eg. One on one, buddying sessions, training and development, for contact centre team members.
  • Responding to queries from contact centre staff and managing escalated customer interactions to ensure timely and effective service is delivered.
  • Monitoring and responding to technical support requests to assist with the effective follow up and resolution of issues.
  • Applying HR delegations to manage accountability of leave and time efficiently and accurately.
  • Liaising with internal and external stakeholders to exchange information and support decision making to improve the customer experience.
  • Leading, supporting and developing change initiatives within the contact centre environment to foster a positive culture of growth and improvement.

Applications to remain current for 12 months.
Occupational group
Customer Service/Call centre

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