Call Centre Team Leader

2 weeks ago

North Altona, Victoria, Australia PrixCar Full time $60,000 - $80,000 per year
The Position:What you will do:
  • Monitor, manage and support the Call Centre Officers in delivering customer service excellence by phone, web chat and email
  • Provide coaching, mentoring and ongoing development to team members
  • Foster a positive and inclusive team culture that encourages collaboration and high performance standards
  • Establish and monitor performance objectives and KPIs for team members
  • Collaborate with the other Team Leader to optimise call handling and queue management
  • Respond to escalations ensuring service delivery standards are met and maintained
  • Identify and implement strategies for improving operational efficiency and quality within the call centre
  • Continuously analyse customer feedback, satisfaction scores and take corrective actions
  • Identify and address any staffing issues and where appropriate refer to the Call Centre Manager
  • Support the Call Centre Manager with rostering activities by forecasting workload peaks and troughs
  • Support the setup of new customers and the rollout of new initiatives / systems
What you will bring:
  • Proven ability to lead, grow and maintain a cohesive and high performing team
  • Previous Call Centre service experience
  • Excellent customer service and sales skills
  • Proficiency in MS Office suite
  • Ability to work in a fast paced and challenging environment
  • High attention to detail and strong work ethic
  • Flexible - ability to multi-task and adapt to changing work priorities
  • Exceptional time management and problem-solving skills
Nice to have:
  • Experience working in a similar industry is preferable but not essential
  • Experience using transport related systems will be highly regarded but not necessary
What we are offering:
  • Competitive remuneration and benefits
  • Be a part of supportive and friendly team
  • Training and development through leadership and mentoring programs, lunch and learn sessions, Cadetships and Apprenticeships programs
  • Exclusive benefits and discounts from our partners, employee referral program, service recognition
  • Partnering with our OEM customers to offer exclusive pricing and benefits
  • Wellness: Employee Assistance Program, wellbeing day

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