AddressContact Centre Team Leader for Local Council | Monday-Friday | $53.73 p/h + Super | Parramatta Your new company Work as a Contact Centre Team Leader for your Local Council.
Your new role Actively lead, supervise, coach and develop Contact Centre staff to ensure all services are delivered to a high standard Monitor and review day-to-day operational aspects Maintain accurate records and provide statistical data when requested by management, on the operation of the Contact Centre Ensure all contact centre reports are up to dat, KPI's are being achieved by the individuals. Promote continuous improvement and innovation by reviewing and updating all relevant processes, procedures and systems Manage resolution/facilitation of conflict situations relating to the Contact Centre team members Develop & monitor an effective and flexible roster across all service channels in liaison with the manager Conduct regular one-to-one, coaching sessions and performance conversation with staff to identify What you'll need to succeed 5 + years customer service leadership experience, with a proven track record of achieving objectives Demonstrated experience in supervising diverse teams to deliver customer service plans and processes Experience and understanding of a workforce management system and rostering tool, to assist with optimising resources through forecasting, scheduling and monitoring of the workforce in real time Administrative experience working with a telephony call routing system, which includes messages on hold, agent classes, queue settings and auto-attendant options Stakeholder management experience to build relationships, break down silos and identify process improvement with other areas of council to ensure a positive outcome and better customer experience Exceptional ability to communicate, negotiate, build relationships and influence others Exceptional conflict resolution skills, with a focus on deescalation and win-win outcomes
What you'll get in return Work for your Local Council on a 3-month short-term contract (11th March Start Date) Standard office hours - Monday to Friday, no weekends $53.73 p/h plus super PR OR AUSTRALIAN CITIZEN ONLY! What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV to **************@hays.com.au If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career. Please click here to apply.
