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April

Team Leader Contact Centre

Broadspectrum - Parramatta, NSW

Customer Service & Call Centre
Source: uWorkin

JOB DESCRIPTION

Skout Solutions is proudly partnering with Ventia to appoint a Team Leader Contact Centre to join their dynamic contact centre. Ventia is one of the largest essential services providers in Australia and New Zealand. We proudly provide the services that keep infrastructure working for our communities. This is a diverse and growing business offering the training, opportunities and support you need to begin and build a successful career.

Our National Contact and Coordination Centre provides centralised resolution management and co-ordinates activities for the internal and external contracts that sit within the Ventia banner. We are based in Parramatta and service a number of contracts Australia wide.

Reporting to the Senior Manager Customer Support, the Team Leader Contact Centre is responsible for the day to day operations of their team.This involves but is not limited to:

  • Lead and inspire a team of agents to deliver excellent levels of individual/team performance and customer satisfaction
  • Deliver the allocated part of the operation within agreed budgets, service levels and business targets
  • Manage day-to-day line activities, prioritise and make risk/impact assessments within existing processes
  • Manage daily / weekly /monthly rosters via the workforce management system
  • Work with the management team to identify and deliver positive change and business efficiencies
  • Conduct call reviews per staff member and provide guidance and feedback where required
What we are looking for:
  • Minimum 2 years' proven experience in a previous team leader or supervisory position within a contact centre environment
  • Ability to deal with demanding customers and experience in complaints management
  • Able to work in a fast paced environment and make quick decisions
  • Foster a culture of continuous improvement across teams and the broader business
  • Be an advocate for diversity & inclusion across the contact centre
What can we offer you?
  • Make an impact with the ability to influence and mentor your team to success
  • Full time permanent role
  • Centralised Parramatta location
  • Competitive salary with benefits such as purchasing additional annual leave & training opportunities
  • Be part of a global, reputable organisation that provides services across a variety of sectors
  • Opportunity for career progression to other areas of the business
If this sounds like your next career move, please apply today with an up to date resume as interviews will be commencing.

If you have further inquiries, please contact Maddie from Skout Solutions on 0408 174 121

We acknowledge the importance of our people's diverse experiences, talents and cultures. Embracing diversity and creating inclusion is a key component of our talent strategy. The creation of a diverse, inclusive workforce is central to our ability to unlock potential and enhance our success.

Broadspectrum

Parramatta, NSW

Customer Service & Call Centre




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