call centre team leader.

As a Contact Centre Team Leader, you will be responsible for leading a team and play a vital role in ensuring customers receive the highest level of support and customer service. You will be managing a range of systems, procedures and administrative activities ensuring KPIs targets are met.

Role: Contact Centre Team Leader

Location: Parramatta

Contract Duration: 6 months with potential extension

Salary: $53.73 per hour + Super

Hours: 35 hours per week - Monday to Friday

Responsibilities include:

• Actively lead, supervise, coach and develop contact Centre Staff to ensure all services are delivered to a high standard.
• Monitor and review the day-to-day operational aspects of omni channels of the Contact Centre.
• Promote improvement and innovation by continually reviewing and updating all relevant processes, procedures and systems to achieve best practice.
• Manage resolution/facilitation of conflict situations relating to the Contact Centre team members.
• Handle and resolve customer complaints through all service channels and identify opportunities to improve processes or prevent similar occurrences in the future.
• Drive and facilitate initiatives and programs to promote a highly engaged team and positive culture environment.

What you will need to succeed

• Tertiary qualification in customer service, administration, business or significant amount of relevant industry experience.
• 5+years customer service leadership experience with a proven track record of achieving KPIs.
• Demonstrated experience in supervising diverse teams to deliver customer service & use systems and processes.
• Excellent communication and customer service manners.
• Strong problem-solving abilities and a passion for helping others.
• Experience working with a Queue Management Solution including updating ticket options, reporting and data collection.
• Experience and understanding of a Workforce Management System and rostering Tool to assist with optimizing resources through forecasting, scheduling and monitoring of workforce.

This is a great opportunity

Working for NSW Government not only allows you to make a contribution through the work that you do, it also allows you to be a part of something bigger. It means embracing new challenges every day and learning from some of the nation’s best and brightest.

Next steps

If you are ready to apply for this opportunity, please select “Apply Now”.

Have a question before applying? Please contact oceane.thomasgervais@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.