Job Details
  • Reference374968D_1625455252
  • LocationCarrum Downs, Frankston, Victoria
  • SalaryExcellent work culture
  • Job TypeFull Time
  • Posted29 days ago
  • ConsultantNimmy De Silva

Contact Centre Team Leader

Chandler Macleod is proud to partner with our client, Lite n' Easy, to recruit a Team Leader for their Contact Centre, located at Carrum Downs.

The team at Lite n' Easy are passionate about creating a healthier Australia by changing the way Australians eat by developing and delivering delicious, fully prepared healthy meals that make it easy for their customers to lose weight - and keep it off for good!

Lite n' Easy also provide a super convenient menu solution for their customers who are simply too busy to shop or cook every day.

We are seeking a self-motivated and enthusiastic Customer Contact Centre Team Leader who shares their values in exceeding customer expectations by providing service excellence. The ideal candidate will have strong team management and leadership experience and be passionate about health and nutrition.

Tasks & Responsibilities

  • Facilitate monthly team and individual training, coaching and mentorship, identifying development opportunities and taking action to close learning gaps identified
  • Ensuring team is meeting KPIs, tracking performance and providing extra support to team members where required
  • Facilitate end-to-end call quality and evaluation process against Service Excellence and Call Quality Framework
  • Complaint management and ability to effectively resolve any escalated customer complaints received ensuring a speedy resolution and positive outcome
  • Rostering and ensuring consultant adherence to work schedules
  • Participate in national meetings, attend and present to wider team, projects, attend national video conferences and national Team Leader meetings
  • Maintain expert knowledge of company products, processes and ensure team is kept up to date on latest updates

*Note that as Contact Centres operate 7 days per week, Team Leaders will (on occasion) be required to work outside of normal business hours, including some work on weekends*

Key Skills & Experience

  • Proven experience as a Contact Centre Team Leader within a similar role
  • Strong Customer Service and Communication skills (written and verbal)
  • Advance MS Office Skills with a demonstrated working knowledge of Excel

Employee benefits

  • Ongoing professional training opportunities
  • Free & secure onsite parking
  • Free onsite wellbeing centre with access to gym, company doctor and medical checks
  • Discount on products & private health insurance
  • Employee Assistance Program including access to a range of counselling services
  • Themed events & Family fun days

As the successful applicant, you will be a key player of the multi-channel Customer Contact Center leadership team. If you are ready for your next challenge, then Apply now to join one of Australia's most successful and leading food companies.

You must be an Australian Citizen or Resident to apply.

To apply please click on the "Apply" button below and complete our online application form