AddressAbout The Opportunity
A fantastic opportunity is now available for an experienced Contact Centre Supervisor to join Programmed within our dynamic and friendly team based at our Burswood office. In this role, you will be responsible for managing a team of 12 that receive breakdown calls from key clients. You will be responsible for ensuring this team delivers a high level of customer service and ensuring contractual obligations, SLA’s and KPIs are met. This is a great opportunity for a skilled and experienced customer service team leader to move into a more strategic role.
Benefits
- Long term career potential with opportunities for growth and development
- Paid parental leave and an Employee Assistance Program, which incorporates a tailored wellbeing initiative
- Competitive salary with great discounts with selected retailers
Key Responsibilities:
- Supporting and managing a team of 12 as they answer queries/fault calls and emails, schedule and manage work orders, and respond to client requests
- Ensure that key contractual obligations, service level agreements and key performance indicators are met or exceeded
- Reviewing work requests made and ensuring all appropriate follow up actions are completed
- Regular reporting regarding performance against SLAs
- Monitoring daily work volumes to ensure appropriate resources are allocated
- Providing timely updates to clients
- Providing monthly reporting data to the Transformation Manager
About You
To be successful in this role you will be personable and have a high aptitude for first class customer service with the following experiences/skills:
- Experience within a similar Contact Centre Supervisor role
- Proven leadership experience
- Strategically minded
- High computer literacy
- Strong communication skills, both written and verbal
About Us
Programmed Facility Management is leading provider of asset management, facilities maintenance and project management services across a multitude of industries. Working with Programmed Facility Management means you will become part of the Programmed family: a company that encourages career development, supports flexibility and cares about your personal wellbeing and safety.
Our Commitment
Programmed and PERSOLKELLY supports a workplace culture of zero harm and encourages this in all that we do.
Programmed and PERSOLKELLY strives for diversity, inclusion and equality of our people. We seek a workforce that is representative of the communities we work in. We encourage people of all cultures, gender, age, sexual orientation or abilities to apply.
To learn more about working with Programmed and PERSOLKELLY, we encourage you to visit our website.
