Job Description
We are seeking an experienced Team Leader to join our Customer Service team. As a Team Leader, you will be responsible for managing a busy customer service team, providing support and guidance to team members, and driving positive outcomes for our customers.
Key Responsibilities:
* Lead a team of customer service representatives to achieve individual and team-based KPIs
* Manage administration and telephony workflows, including task allocation, productivity monitoring, and call trend analysis
* Provide daily, weekly, and monthly reporting on key metrics, identifying areas for efficiency improvement
* Resolve customer escalations and complex enquiries in a timely and professional manner
* Ensure customer and third-party enquiries are addressed in accordance with our customer charter
* Support business initiatives and coordinate the implementation of key operational projects
* Regularly review quality, error, compensation, and compliance trends, assessing training requirements and making recommendations to close knowledge gaps
* Develop and implement strategies to reduce customer exits
Requirements
To succeed in this role, you will need:
* Minimum 2 years' experience in a contact centre team leader role
* High-level people management skills
* Experience managing teams to contact centre based KPIs
* Experience using Amazon or similar software
* A working knowledge of the NDIS is desirable but not essential
What We Offer
We offer a range of benefits to our employees, including:
* Novated leasing benefits and discounts
* 12 weeks paid parental leave and access to our Parents Portal
* Comprehensive learning and development opportunities
* Sonder digital wellbeing platform, providing personalised support 24/7
* Default Income Protection Insurance reimbursed for members of our default super fund
* Exempt Employee Share Plan
Work Environment
We embrace diversity, equity, and inclusion, and strive to foster an environment where all differences are valued and respected. We welcome applicants from diverse backgrounds, including Aboriginal and Torres Strait Islander peoples, individuals caring for someone or living with a disability, LGBTQIA+ individuals, and culturally diverse applicants.