**Progress your career with one of Gold Coast's largest employers**:
- ** Varied and engaging role with autonomy and responsibility**:
- ** Join the team in a time of growth**
**Frizelle Sunshine Automotive** is part of Peter Warren Automotive Holdings, one of Australia's largest multi-franchise automotive dealer groups. We have expanded across South West Sydney, Sydney's North Shore, Regional NSW, Northern NSW, and throughout South East Queensland and Victoria. With some of the finest vehicle brands in the world we cover all aspects of vehicle ownership. With over 2000 employees across QLD, NSW and VIC, we are focused on growing and developing a career path for all our people.
To assist with the continuous growth, we are now seeking a passionate **Service Team Leader **to join the team!
You will be stepping into a multichannel inbound & outbound contact centre, which is highly regarded in the industry for its top performance outcomes.
**Key Responsibilities**:
- Lead, coach and mentor Service team ensuring they are achieving their set performance indicators and the business objectives
- Undertaking quality reviews of calls undertaken by team members for accuracy, coaching and reporting
- Responsible for training and coaching across the team and other areas of the business.
- Undergo one-on-ones and Quality Assessments with team members
- Assess the current process, analysing ways to improve efficiency, performance, service outcomes and the customer experience
- Ability to contribute to the organisations strategic objection and deliver operational requirements
- Ad hoc service-related project work
- Administration and reporting
**About you**:
- Experience in a Team Leader / Management position in a customer centric Call Centre/Contact Centre - multichannel, inbound or outbound
- Experience in coaching and mentoring employees
- Ability fostering a positive and productive team environment
- Hands-on approach
- Ability to make decisions and offer solutions to improve overall performance
- Experience in Quality Monitoring of calls either recorded or side by side
- Career driven, ambitious and solutions focused
- Experienced in conflicting priorities
- Passionate about people development
- Self-motivated, proactive and results driven
**Benefits**:
- Commitment to development and mentoring from your team!
- Free Titans tickets for home games
- Discounted Bupa Private Health Insurance
- Discounted St George Bank products
- Employee Assistance Program
- Joining a group that continues to grow and expand in the Auto industry
All Frizelle Sunshine employees must be entitled to work in Australia, complete a Federal Police Check and a Traffic History (QLD) or Driving Record (NSW) check.
📌 Service Team Manager - Contact Centre
🏢 Frizelle Sunshine Automotive
📍 Gold Coast