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Form of work
Salary- Full time permanent (Rockhampton and Brisbane)
- High volume Contact Centre - Inbound Service
- 9 or 10 day fortnight - exceptional salary + bens
They service customers and communities through their distribution businesses Energex and Ergon Energy Network, their regional Queensland retailer Ergon Energy Retail, and their integrated energy solutions provider Yurika. As they invest in new technologies, strengthen their future capabilities and evolve their workforce, they're excited and committed to supporting the renewable energy transition.
We are currently recruiting for Team Leaders with exceptional track records in leading customer service professionals in high volume environments to join our operational Contact Centre teams in the distribution division.
About the role:
The role will see you leading a team of frontline specialists to ensure service standards are achieved with you team managing a range of enquiries from the simple to the complex.
Your accountabilities will include:
- Provide effective people management to create and drive a performance based culture and identifies improvement opportunities to benefit the business through reduced cost.
- Lead, coach and develop staff through regular one on ones, individual coaching sessions and the successful development and implementation of development plans, performance agreements, and succession plans as appropriate.
- Lead and facilitate continuous improvement activities that influence Operations and the broader Customer Group.
- Monitor individual, team, and group performance tasks to ensure all activities are completed within specified timeframes to ensure department and corporate KPIs are achieved,
- Supporting and leading a culture of health and safety
- Permanent Full-Time roles
- Long term career progression and amazing internal development and support
- We have opportunities available on the Brisbane City Fringe AND in Rockhampton
- A fantastic work environment supported by a committed senior leadership team
- The choice of working a 9- or 10-day fortnight
- The opportunity to have strong impact on your customers and the community
- A genuine commitment and support of all staff members holistic well-being and safety
- An attractive base salary plus superannuation and benefits
10-day fortnight salary commencing at $135,147 p.a. plus 12.5% super
What you bring to the role:
- Demonstrated leadership experience in a high volume service delivery environment with Contact Centre experience preferred
- A leadership style that inspires others, supports their people and achieves results.
- Strong coaching skills and the ability to develop staff at all levels of performance to deliver their best
- A passion and commitment to service excellence in a healthy and safe workplace striving
- The ability to analyse issues and data and make recommendation for improvements at a team and operations level.
- A strong understanding of HR principles including the application of Enterprise Bargaining Agreement terms in the operation including conditions for shift workers and fatigue management.
- A focus quality in all that you do
- Strong relationship management and negation skills with internal and external stakeholders
- The ability to work in a shift-based environment including the ability to support a dedicate team who work on a 24/74 roster.
- You will be expected to work on a stand by roster, year round, with daily allowance and overtime rates applicable.
You must have unlimited working rights in Australia to apply for this position.
How to apply:
Click the apply now link and attached a comprehensive up to date resume.
Applications will only be accepted through this channel at this time.
Applications close midnight Friday 1 March 2024.
Should you have any questions prior to applying contact Mark Gallen or Bella Toohey at TactiCall on 07 3831 6333.
Pre-employment checks will be undertaken prior to offer.
