Contact Centre Team Leader

Contact 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.