Job Details
  • Reference367056B_1608104253
  • LocationGeelong
  • Salary+ Super + Training provided
  • Job TypeFull Time
  • Postedabout 1 month ago
  • ConsultantLiz Conlan

Working alongside an established Team Leader, you will work under the support and general direction of senior staff. You will need strong leadership skills as well as experience setting targets and creating performance development plans.

The core function of the role is to provide integral leadership and support to the team. This role has a very strong people focus so it is essential you have processing or call centre environment team leadership experience, extremely proactive and well rounded.

You will be overseeing staff in their day-to-day operations and provide support to the team, allocate, and monitor workload and performance. Work with the leadership group to resolve escalated customer issues, identify and address staff learning and development needs and implement change.

You will play a key role in building the capability of staff to improve quality, accuracy and consistency of service delivery outputs and customer outcomes.

Key Duties:

  • Monitor and report on the achievement of business outcomes, key performance indicators and quality assurance to assist management to support overall performance.
  • Identify development needs for staff and work collaboratively with staff and leaders to build capability through coaching and training.
  • Contribute to changes in workplace practices and process improvements
  • Contribute to relevant business and people planning and develop strategies to improve against key performance measures.
  • Support a proactive approach to team productivity and culture.
  • Assist with the assessment of complex cases and exercise delegations to make appropriate determinations or referrals
  • Support staff to resolve customer feedback, complaints and resolve escalated queries

Key skills/knowledge to undertake the role:

  • Demonstrate attention to detail, analysis and problem-solving skills
  • Call/Contact Centre Team Leading experience
  • Display intermediate computer literacy skills
  • Employ highly developed interpersonal skills to manage situations requiring a high degree of sensitivity to support individuals or group concerns
  • Effectively communicate and convey messages, both written and verbal
  • Ability to undertake and complete specified training
  • Ability to manage, support and develop staff
  • Ability to effectively plan, organise and prioritise work to accomplish business outcomes
  • Exhibit personal resilience and an ability to deal with challenging and sensitive situations
  • Knowledge and understanding of diversity and cultural sensitivities, values, privacy, ethics and work place health and safety protocols and requirements
  • Knowledge of the legislation, policies, procedures and information management requirements relevant to the work area.
  • Understanding of the functions, activities, structure and operations of the work area, and be able to explain this to others.

If you are able to hit the ground running and take pride in developing new teams quickly, this could be the role for you.

You will become part of a friendly environment in a company that values its employees and will be rewarded with a real 38 hour week.

APPLY NOW for immediate consideration.