Call Centre Team Leader

PrixCar Services is an automotive logistics company specialising in Vehicle Transport, Vehicle Processing and Storage, Fleet Conversions and Dealer Vehicle Storage.
Over the last 35 years we have grown to offer a wide range of specialised services .With more than 25 depots across Australia, we are ideally positioned to provide exceptional vehicle transport services to both individuals and OEM customers.
The Position:
We have an exciting opportunity for an energetic and passionate Call Centre Team Leader to join the team. Reporting to the Call Centre Manager, this role will be responsible for providing dynamic leadership and effective supervision to a team of Call Centre representatives, ensuring the delivery of prompt, efficient and courteous service that exceeds the customer expectations. This role includes assisting the Call Centre Manager in overseeing daily operations, setting performance goals and motivating team members to meet key performance indicators.
This role operates within a hybrid working model. Flexibility is required to be present in the office on additional days to support operational needs, training and project work.
What you will do:

• Monitor, manage and support the Call Centre Officers in delivering customer service excellence by phone, web chat and email
• Provide coaching, mentoring and ongoing development to team members
• Foster a positive and inclusive team culture that encourages collaboration and high performance standards
• Establish and monitor performance objectives and KPIs for team members
• Collaborate with the other Team Leader to optimise call handling and queue management
• Respond to escalations ensuring service delivery standards are met and maintained
• Identify and implement strategies for improving operational efficiency and quality within the Call Centre
• Continuously analyse customer feedback, satisfaction scores and take corrective actions
• Identify and address any staffing issues and where appropriate refer to the Call Centre Manager
• Support the Call Centre Manager with rostering activities by forecasting workload peaks and troughs
• Support the setup of new customers and the rollout of new initiatives / systems

What you will bring:

• Proven ability to lead, grow and maintain a cohesive and high performing team
• Previous Call Centre service experience
• Excellent customer service and sales skills
• Proficiency in MS Office suite
• Ability to work in a fast paced and challenging environment
• High attention to detail and strong work ethic
• Flexible - ability to multi-task and adapt to changing work priorities
• Exceptional time management and problem-solving skills

Nice to have:

• Experience working in a similar industry is preferable but not essential
• Experience using transport related systems will be highly regarded but not necessary

What we are offering:

• Competitive remuneration and benefits
• Be a part of supportive and friendly team
• Our X-Factor reward and recognition program, with financial incentives and overseas trips on offer
• Training and development through leadership and mentoring programs, lunch and learn sessions, Cadetships and Apprenticeships programs
• Exclusive benefits and discounts from our partners, employee referral program, service recognition
• Partnering with our OEM customers to offer exclusive pricing and benefits
• Wellness: Employee Assistance Program, wellbeing day

If you would like to be part of a friendly team where you are appreciated for your contributions and share our values, we would love to hear from you!
PrixCar is an employer of equal opportunity and encourages and values diversity and inclusion.
PrixCar values of Play, Passion and Care underpin everything we do. We PLAY as a team, provide service excellence with PASSION and we CARE for our people and customers. Join us and be part of our industry changing journey!
Please note that all potential PrixCar team members are subject to medical and background checks.