Customer Service And Support Team Leader

Job Summary

An excellent opportunity has become available for a highly motivated and passionate Customer Service and Support Team Leader to join the Triple Zero Team.

The opportunity:

This is an overnight role based onsite in Sydney. Your role is to lead, motivate, develop and coach a team of contact centre consultants in the Emergency Service Answer Point Centre. As a Change Leader you will create advocates of the Telstra brand and develop our continuous improvement capability by the way in which you act, learn and adjust

Your key responsibilities and major tasks include, but are not limited to:

• Provide regular reports/feedback on fluctuations in workload/resources to input into business plan, goals and measures
• In conjunction with the scheduling area, maintain workforce/workload management plan which ensures the viability of staff to meet customer commitments and other work requirements
• Monitor and report on systems to improve performance
• Manage stakeholders within your area to remove roadblocks
• Resolve escalated customer issues and complaints through the application of standard procedures and delegations
• Take ownership of and will always keep your commitments
• Identifying opportunities around process improvement that have impact on the customer/community or business
• Effectively manage on phone resources to ensure adequate coverage at all times
• Accurate system recording of all mandatory required operational activities

Enough about us, let's talk about you. To hit the ground running we are looking for individuals who can confidently demonstrate the following:

• Significant on the job experience + some specialised vocational skills (including Team Management)
• Proven ability to determine priorities, manage operational activities & resources and make sound business judgements to best achieve the business objectives.
• Excellent communication skills - written, auditory and oral.
• Intermediate Computer Literacy
• Ability to coach, inspire and develop their teams
• Demonstrated capability to manage difficult conversations effectively
• Ability to lead and motivate staff particularly through change
• Overnight experienced – desirable

Our perks & benefits:

• 16 weeks paid parental leave for primary and secondary carers.
• Professional development program.
• An epic (free) Telstra mobile phone plan.
• Laptop/Device allowance renewed every 2 years.
• Purchased Annual Leave scheme.
• Discounted Telstra products and services.

We fully embrace flexibility and choice at Telstra and it’s as unique as you. We believe every role can flex in some way and encourage you to work where, when, and how you are most engaged, safe, and productive. Talk to us about how a role could be flexible for you!

On the cusp of the next technological transformation in the digital world, Telstra has and continues to be at the forefront of local and global innovation. Come disrupt and lead the industry as we build the networks for the future and push the boundaries of what’s possible with technology.

We're after the right blend of experience and enthusiasm and look for cultural add, rather than cultural fit. We benefit from the unique gifts and backgrounds of each person in our business and push for diversity of thought in all we do.