Contact centre team leader

2 weeks ago

Oakleigh Queensland, Australia A2B Australia Limited Full time $60,000 - $120,000 per year

We are currently seeking an for a maternity leave position as a
Team Leader
in our
Melbourne office.
This role is above award on the Clerks Private Sector Award 2020 and applicant is required to work
15:00-23:00 Tuesday-Saturday.
Position Purpose
The Team Leader role models excellent standards of customer service and satisfaction through effective personal customer relations skills. The Team Leader will lead, coach, and motivate a team to deliver departmental KPIs, targets, and objectives.

The Team Leader will be accountable for setting targets and objectives with a focus on ensuring the team achieves objectives around performance, by increasing performance capability and engagement in the team with a focus on improving behavioural metrics such as but not limited to absenteeism, staff turnover, lateness, etc.

Skills & Experience

  • Excellent communication and telephone manner
  • High level of interpersonal relationship skills and emotional intelligence.
  • Deliver administrative supporting functions required for the Contact Experience Centre to provide accurate, high-quality service which complies with all legislative requirements.
  • Ability to uphold Contact Centre quality assurance standards by undertaking silent monitoring, side by side coaching ensuring staff follow the correct scripts and ensuring all customer requirements are accurately entered into the system.
  • Promote and enhance company reputation by providing professional and effective assistance
  • Ability to provide clear and concise direction, support, and guidance to the team through effective coaching, leadership, and setting of SMART objectives
  • Identify and implement improvements to enhance the customer experience or improve operational efficiency.
  • Ability to utilize multiple systems and applications concurrently
  • Ability to evaluate rational and emotional elements of situations and make sound decisions based on a consideration of facts
  • Identify and implement improvements to enhance the customer experience or improve operational efficiency.

ComfortDelGro Corporation Australia (CDC) and A2B
acknowledges the Traditional Custodians of the land, waters, and communities throughout Australia. We pay our respects to all First Nations people, their culture, and to Elders past and present.

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