Contact Centre Team Leader
2 months ago
About us:
Penfold Motor Group is part of Peter WarrenAutomotive Holdings, one of Australia's largest multi-franchiseautomotive dealer groups. We have expanded across South WestSydney, Sydney's North Shore, Regional NSW, Northern NSW, andthroughout South East Queensland and Victoria. With some of thefinest vehicle brands in the world we cover all aspects of vehicleownership. With over 2000 employees across QLD, NSW and VIC, we arefocused on growing and developing a career path for all our people.
We are recruiting for a Contact Centre TeamLeader to join our Business Development Centre based inBurwood. The Business Development Centre (Hub) isthe heartbeat of our QLD & VIC dealerships.
Business Development Centre: The voice of thebusiness - managing inbound & outbound service calls, salesenquiries, internet leads, emails, live chat, customer retention,customer service. Currently a multi-channel contact centre soon toundergo a digital transformation to Omni-channel.
About the opportunity:
As a Team Leader in our BDC, you will be responsible forensuring smooth operations and fostering a positive team culture.Key responsibilities include:
Leading, coaching, and mentoring a small team of CommunicationOfficers to meet and exceed performance indicators.Participating in 1:1 coaching, performance management, anddevelopment activities regularly and consistently.Conducting quality reviews of calls for accuracy, coaching, andreporting.Supporting continuous improvement activities by assessingperformance, processes, and service outcomes.Handling administrative tasks and ad-hoc project work relatedto the call centre.Our ideal candidate:
We need a leader who is customer-focused, solution-oriented, andthrives in a fast-paced environment. The ideal candidate will:
Have hands-on leadership and coaching experience within acontact centre environment.Demonstrate a self-motivated, proactive, and results-drivenapproach.Be comfortable making decisions and providing solutions toimprove performance.Have excellent communication skills and a positiveattitude.Benefits:
Employee Assistance Program (EAP)Exclusive discounts with our Samsung Partnership ProgramTraining Pathway and Growth opportunities providedJoining a group that continues to grow and expand in the AutoindustryA supportive team environment where you'll work with dedicatedcolleagues and managementCompetitive hourly rates and flexible working arrangementsIf you're ready to take the next step in your career and lead adynamic team in a growing national organisation, we want to hearfrom you.
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