Team Leader

3 days ago

Sydney, Australia MAYDAY Recruitment Group Full time

MAYDAY Recruitment is seeking multiple Customer Experience Team Leaders to manage and develop a team of customer service professionals in a leading healthcare organization in North Ryde.

In this role, you'll focus on driving operational success, ensuring high-quality customer interactions, and fostering a culture of continuous improvement. You will be a key leader, responsible for coaching and guiding your team to deliver exceptional service and meet performance targets.

What's in it for you?

  • Permanent role, based full time in office in North Ryde
  • $88,000 salary package
  • Opportunity to lead a dedicated and diverse team of contact centre operators. 
  • Drive real impact in customer satisfaction and operational efficiency.
  • Continuous learning and professional growth opportunities.
  • Enjoy working in a supportive, innovation-driven work environment.

Main responsibilities include:

  • Lead, coach, and develop a team of customer experience specialists.
  • Monitor daily operations, ensuring optimal performance and adherence to KPIs.
  • Provide regular quality assurance feedback and conduct performance reviews.
  • Collaborate with internal stakeholders to deliver training and enhance team skills.
  • Drive innovation and change, fostering a culture of continuous improvement.
  • Maintain clear and consistent communication through meetings, huddles, and emails.
  • Ensure compliance with operational policies and minimize service risks.
  • Oversee productivity and service delivery metrics, including customer satisfaction (CSAT) and efficiency targets (SLA, AHT).

The ideal candidate:

  • Experience leading a team, ideally within a customer service or call centre environement.
  • Strong coaching, mentoring, and people management skills.
  • Excellent communication and conflict-resolution abilities.
  • Familiarity with performance metrics such as CSAT, SLA, and productivity measures an advantage. 
  • Ability to drive change and manage innovation within a team.
  • Strong organizational skills with an ability to manage multiple tasks efficiently.
  • Full working rights in Australia. 

If this sounds like the ideal role for you, apply today
Reference number: 11429
Profession:
Company: MAYDAY Recruitment
Date posted: 24th Sep, 2024

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