Customer Care Centre Supervisor
- Brisbane, QLD
- Permanent
- Full-time
- Establish and oversee the sustainability of Hastings Deering’s Level 1 support function within the Customer Care Centre.
- Expand and scale Level 1 service offerings to meet evolving customer and business needs.
- Develop and maintain work instructions for all Level 1 enquiries, initially covering:
- Parts: Support calls routed via Cisco skills-based call system.
- Digital: Inbound customer support calls and outbound education to strengthen self-serve capability.
- Deliver exceptional customer experience by managing performance metrics including agent occupancy, queue abandonment, wait times, call handle times, and quality standards.
- Provide both strategic and hands-on leadership to ensure high-quality, cost-effective service delivery.
- Coach and guide Level 1 agents, as well as provide indirect leadership to Parts Administration and Parts Officers where required.
- Identify and implement training, development, and coaching opportunities for team members.
- Drive the execution of CCC change initiatives, adapting to business direction where required.
- Act as a visible leader who consistently upholds company values and behaviours.
- Tertiary qualifications in business, commerce, or equivalent experience.
- Minimum 2 years’ experience in a call centre or customer-focused environment.
- Strong understanding of parts, equipment or related industry experience
- Proven experience in real-time call centre management.
- Minimum 2 years’ experience in digital solutions or automation, with strong digital proficiency.
- Demonstrated leadership experience (direct or indirect).
- Knowledge of systems such as AX, Cisco Webex Contact Centre, CRM, and Workforce Optimisation software (highly regarded).
- Knowledge of Caterpillar operations, services, and products (advantageous).
- Employee discounts, rewards, and incentive programs.
- Income protection insurance.
- Flexible working arrangements supporting work-life balance.
- Health and wellbeing programs, including EAP, free health checks, and discounted private health insurance.
- Training, mentorship, and career development opportunities tailored to your role.
- A supportive, inclusive, and diverse team across Australia and beyond.
Contact Person: Talent Acquisition Partner – Celeste Middleton