Contact Centre Team Leader

2 weeks ago

Melbourne, Victoria, Australia Lloyd Connect Full time

Manage a team of cross skilled service operators
- Coordination and delivery of customer support services
- Prev experience in shift lead, team lead roles. Preston Location.

Our client is a global payment solutions organisation with offices in Melbourne and & Sydney, We are seeking experience team leaders from a financial services contact centre background that have experience in managing support services in either Banking or Merchant (POS) support.

The key focus of this role is to maximise the customer experience and maximise customer satisfaction while developing the team.

Purpose:

- Manage a team of cross skilled service operators in the co-ordination and delivery of customer support services incorporating payments technical support, bookings and surveys
- Ensure consistent high quality service delivery, ensuring service levels are achieved as per contractual obligations
- Build positive relationships within B&A
- Act as a key part of customer relationship management internally and externally
- Help drive and deliver process improvement initiatives

Areas of Responsibility:

- Develop and manage Contact Centre operators to ensure adequate resourcing to provide efficient and cost-effective customer support services
- Implementation and change management of customer led initiatives and projects incorporating training, resourcing, success measurement, script development, KPI setting and activity forecasting
- Work with the team to create a positive environment to uplift eNPS
- Regular One on Ones and quality reviews
- Build capability within team to support Contact Centre and Ingenico career pathways
- Foster collaboration and One Team approach across Contact Centre
- Lead and support business change initiatives

Competencies:

- Customer focused service delivery
- People management
- Change leadership
- Innovative thinking whilst maintaining technical disciplines and structured frameworks
- Ability to multi-task and manage competing demands in a timely manner

**Skills**:

- Communication skills
- Analytical skills
- Excellent computer skills (MS Suite, CAMS, Zeacom)
- Reporting and presentation skills

**Experience**:

- Experience in shift lead, team lead roles in a contact centre or other people leadership roles

David Lloyd

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