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 kristina.neves@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.

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