Phones Team Lead

6 days ago

Melbourne, Victoria, Australia Centorrino Technologies Full time

**Join Centorrino Technologies: Innovate, Grow, and Thrive with Us**

At Centorrino Technologies (CT), we're more than just tech—we're a community that goes beyond expectations. We've been recognised as a Great Place to Work in 2024 and one of the Best Places to Work Medium Size in Australia for 2024, with an outstanding eNPS score of 68. And we're not stopping there. We're on a mission to redefine the customer experience, and we need passionate Phones Team Lead to join our growing team

**Requirements**:
**What you'll do**:

- Supervise and lead the phones team, including task assignment and workload management.
- Provide mentorship, coaching, and support to team members, fostering a positive and productive work environment.
- Ensure adequate coverage during leave periods and manage team schedules effectively.
- Actively assist the team during peak call times to ensure balanced workloads and maintain high service levels.
- Oversee the handling of incidents, ensuring they are logged, categorised, prioritised, and resolved within defined SLAs.
- Identify training needs and coordinate training programs to enhance team skills and knowledge.
- Develop and manage schedules to ensure optimal team coverage and balanced workloads.
- Act as a technical escalation point and Subject Matter Expert (SME) for complex issues and queries from junior team members.

**What you'll bring**:

- A technical understanding or the ability to learn technological product services quickly
- Understanding technical issues and jargon and translating this back to customers
- Excellent communication and presentation skills, with the ability to convey complex information to IT and non-IT stakeholders.
- Detail-oriented with a high level of accuracy and a commitment to meeting tight deadlines.
- Ability to manage ambiguity and adapt to a rapidly changing business environment to prioritise accordingly.
- Strong interpersonal skills, intellectual rigour and curiosity, and ability to work as part of a team in a fast-paced environment.

**Benefits**

**Why You'll Love Working Here**:
**Our company is more than just a workplace, it's a hub of inspiration and creativity where employees love to work Here's why**:

- Hybrid working with team anchor days to support collaboration.
- Extensive training and development opportunities that enable continual growth as part of your career planning.
- Extensive discounts and benefits to maximise your money.
- A choice of your IT equipment to maximise your success and access to cost-price tech for your personal needs.
- Fun team events to celebrate achievements and connect with colleagues outside work as part of our engaging culture.
- Note: A valid _Vulnerable People /_ Working with Children Check (WWCC) and Police Check are required._

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