Randstad are proud to partner with a leading technical service provider who are looking for a contact centre team leader to join their team. Our client operates a medium sized call centre on the Gold Coast, servicing clients across Queensland, New South Wales, Victoria and Tasmania.
Your Role:
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Reporting to the Customer Service Manager, the position of Team Leader plays an integral role for the company, managing the day to day operations of the Work Management Centre (WMC) team. This include managing and supporting a small team, and will require both implementation and problem solving to ensure the WMC team achieve daily goals and service levels.
About You:
To be successful in this position you will require previous experience in a team leader position within a customer services team. You will be personable, approachable and supportive to your team members, whilst motivating them to provide the highest levels of customer service to customers.
Key duties:
- providing best-in-class customer interactions by leading and nurturing our Customer Support team to ensure support queries, troubleshooting and escalations are resolved promptly
- coordinating the activities of the WMC Operations Team (all technologies)
- assist the Project Manager/s and the WMC Operations Managers on a daily basis and on adhoc projects.
- ensuring the team provides superior service to clients, contractors and customers.
- handling staff scheduling, monitoring team’s performance to ensure they meet daily goals.
- organise training and development to ensure the team is properly trained and can provide the right support to clients, contractors and customers.
- identifying individual shortcomings of team members and helping them by customised coaching to improve performance.
- attend daily meeting and provide completed task list each day, looking at yesterday, today and tomorrow.
- Provide reporting on status and trends of services provided, identifying issues and putting in place plans to rectify issues and concerns identified.
- Review processes and procedures on a continual basis to improve, maintain and enhance accuracy, and reliability.
- Maintain a commitment to Workplace Health & Safety, and Environmental Management Systems
- Performs any other duties which you are capable of performing, as required by the Company.
Experience/Skills required:
- Previous experience in a customer support/service or call centre team leader role.
- Experience in people management
- Ability to apply numbers to drive perfiormance
- Excellent interpersonal skills
- Excellent verbal and written communication to engage and build relationships with all key stakeholders
- Decision-making and analytical skills
- Advanced computer skills and ability to work well under pressure.
- Highly organised with outstanding time management skills and strong attention to detail
- Customer centric focus with a hands-on approach when necessary.
All applications are to be submitted via the application portal, (not via email).
If you have questions relating to the role please contact Stuart Clark - Senior Recruitment Consultant on 07 3100 7063 or email stuart.clark@randstad.com.au
At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.
