Team Leader
- Melbourne, VIC
- Permanent
- Full-time
- Enjoy a weekly pay run – TGI Thursday’s
- Get recognized through our ‘Value Awards’
- Celebrate at our team events
- Grow your career - yes, we love to promote internally
- Do meaningful work and collaborate with the best
- Employee referral bonus
- Wellbeing and Support Program (EAP)
We are looking for passionate and experienced Team Leaders to assist us with providing an exceptional customer experience.Role responsibilities:
- Undertake daily ongoing training and development of existing team members to up-skill staff
- Drive improvement projects and ensure all staff are actively working towards achieving targets and KPIs as set by Operations Manager – daily/weekly/monthly
- Liaise with Operations Manager to identify strategies and ways to improve efficiency and performance within the channel
- Organise daily motivational meetings and team feedback sessions
- Work cooperatively and effectively with internal and external stakeholders
- Depending on team staffing and rostering levels, when required, accept or make calls and provide effective and efficient service to customers
- Ensure daily administration tasks are adhered to maintain a tidy and efficient working environment
- Assist the P&C Team in following up employee documentation if required
- Ensure customer complaints are actioned and resolved as per customer service guidelines
- Must be willing to lead by example and engage with customers, double-jack with staff to provide mentoring and guidance
- Act as the client representative in the event an enquiry, investigation or complaint escalates and cannot be resolved by the Agent
- Role model appropriate behaviour in terms of demonstrating compliance in punctuality, reliability and teamwork
- Previous experience as a Customer Contact Officer is essential
- Demonstration of prior performance and ability in a Team Leader or 2nd in Charge capacity, overseeing a team of agents
- Excellent in customer service and great problem solving skills.
- Experience in a call centre environment
- Able to communicate with professionalism, across all support platforms.
- Demonstrate strong communication and computer skills
- Motivated to deliver and achieve Key Performance Indicator’s (KPI’s)
- Strong attention to detail
- Complaint-handling experience is an advantage
- Ability to build rapport quickly with different types of customers
- Excellent active listening skills
- Collaboration: Brilliant jerks can be brilliant elsewhere.
- Impact: Do, get it done, create impact.
- Passion: Be positive, bring passion and energy.
- Transparency: A transparent team can help each other.