Team Leader

1 week ago

Melbourne, Victoria, Australia Jk Personnel Full time

Be a part of the future of TV and Streaming in Australia
- Lead a small, carefully selected team of customer service professionals
- Comprehensive training and support to ensure your success

**The Company**:
JK is thrilled to be partnering with Hubbl - Introducing the future of TV & streaming.

An opportunity to be part of one of Australia's biggest brand and product innovation launches. As part of the Hubbl Customer Experience Team you will play a key role in launching Hubbl into the Australian market, a ground-breaking entertainment technology platform that will transform the way we experience TV and streaming. A once in-a-lifetime opportunity to work on, contribute too and deliver the Hubbl customer experience for launch and ongoing.

Hubbl brings together paid and free streaming entertainment into the world's best user interface (so there is no need to go in and out of apps to discover content you love). The Hubbl experience is delivered via a world-leading entertainment operating system (OS), which will be available on two different devices, giving consumers access to a universe of content.

**The Role**:
You will manage the day-to-day activities of the team coordinate daily reviews, weekly, and monthly team and individual agent performance reports, ensure quality standards and processes are adhered to and create a high-performance customer obsessed culture.

To succeed in this role, you will demonstrate a passion for developing high performing teams and a commitment to delivering high quality results. You will bring previous experience in a contact center leadership role ideally with digital contact center experience.

We are looking for an individual who is available to work 38 hours a week between 10am - 7pm Monday to Friday, from the Central CBD location, with hybrid work available once the team is established and training is completed. There will be the requirement to support the team on the occasional rotating Saturday shift.

**Requirements of the Role**:

- Passion for visual media and streaming
- Handles escalations and aids customers and end-users as requested
- Remains available, approachable, and visible throughout the day to mentor, assist and coach the team as required
- Utilizes key performance indicators to coach, develop and improve the performance of team members.
- Provides staff members with performance goals and regular feedback
- Coordinates training to support developmental needs, identified through performance evaluation
- Works to ensure that department processes, procedures, practices, and performance measures are consistently applied
- Management of attendance to rosters
- Assists in the selection process for filling Service Center job vacancies.
- Driving employee engagement and brand advocacy.
- Preference for Salesforce CRM experience

**About JK Personnel**
Recruiting exceptional job seekers to fill roles with the best and brightest organisations in Australia is what we're passionate about, and it's kept us going for more than 25 years. We pair our recruitment and workforce management expertise with our high standards of working in a way that's supportive of every individual. We believe in people, and the power of an individual to grow a successful business.

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