Customer Care Centre Supervisor

Customer Care Centre Supervisor page is loadedCustomer Care Centre Supervisor
Apply locations Australia | SEQ | Brisbane - 1123 Beaudesert Rd time type Full time posted on Posted Yesterday job requisition id JR116437Company :
Hastings Deering (Australia) LtdAbout the Role
Hastings Deering is seeking aCustomer Care Centre Supervisorto lead our Level 1 Customer Care team at Beaudesert Road on a permanent, fulltime basis.
This role is pivotal in driving our Customer Experience (CX) and Digital strategies, ensuring our Customer Care Centre (CCC) operates as a key enabler across the business.
As part of the CCC leadership team, you will play a critical role in strategy execution, change management, and team development.
You'll set the standard for visible leadership, uphold our values, and ensure the success of our transformation objectives.
Key Responsibilities
Establish and oversee the sustainability of Hastings Deering's Level 1 support function within the Customer Care Centre.
Expand and scale Level 1 service offerings to meet evolving customer and business needs.
Develop and maintain work instructions for all Level 1 enquiries, initially covering:Parts: Support calls routed via Cisco skills-based call system.
Digital: Inbound customer support calls and outbound education to strengthen self-serve capability.
Deliver exceptional customer experience by managing performance metrics including agent occupancy, queue abandonment, wait times, call handle times, and quality standards.
Provide both strategic and hands-on leadership to ensure high-quality, cost-effective service delivery.
Coach and guide Level 1 agents, as well as provide indirect leadership to Parts Administration and Parts Officers where required.
Identify and implement training, development, and coaching opportunities for team members.
Drive the execution of CCC change initiatives, adapting to business direction where required.
Act as a visible leader who consistently upholds company values and behaviours.
About You
To succeed in this role, you will bring:
Tertiary qualifications in business, commerce, or equivalent experience.
Minimum 2 years' experience in a call centre or customer-focused environment.
St rong understanding of parts, equipment or related industry experience
Proven experience in real-time call centre management.
Minimum 2 years' experience in digital solutions or automation, with strong digital proficiency.
Demonstrated leadership experience (direct or indirect).
Knowledge of systems such as AX, Cisco Webex Contact Centre, CRM, and Workforce Optimisation software (highly regarded).
Knowledge of Caterpillar operations, services, and products (advantageous).
Why Hastings Deering?
At Hastings Deering, our people are at the heart of everything we do.
When you join us, you'll access:
Employee discounts, rewards, and incentive programs.
Income protection insurance.
Flexible working arrangements supporting work-life balance.
Health and wellbeing programs, including EAP, free health checks, and discounted private health insurance.
Training, mentorship, and career development opportunities tailored to your role.
A supportive, inclusive, and diverse team across Australia and beyond.
How to Apply
Click 'Apply Now' to submit your application.
Enquiries:
Contact Person: Talent Acquisition Partner – Celeste Middleton
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