Job Description
As a dynamic and passionate Contact Centre Team Leader, you will play a crucial role in delivering exceptional customer service to current students. Reporting to the Manager Contact Centre, your primary focus will be ensuring prompt, efficient, and high-quality service that exceeds student expectations.
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* Oversee day-to-day operations of the contact centre, providing guidance, coaching, and support to team members, fostering a positive and efficient working environment.
* Lead and manage a team of Contact Centre Agents to ensure the delivery of exceptional customer service to current students.
* Contribute to the recruitment and onboarding of new team members focused on engaging with current students.
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Key Responsibilities
1. To manage complex escalations and collaborate across departments to resolve student inquiries quickly and effectively.
2. To leverage extensive knowledge and experience within the field to offer expert advice and address complex issues.
3. To develop and implement strategies to improve team performance, efficiency, and productivity.
----------------------------------- **Benefits**
This is a continuing full-time position at the HEP Level 7 classification with a competitive salary range. The role also offers opportunities for career growth and professional development.