AddressOur client was founded in 1995 with a vision to become Australia’s most trusted logistics & freight management solutions provider. Today, they are the nation’s fastest growing logistics management specialist, supporting over 80 leading brands across multiple categories, throughout Australia and internationally.
About The Role
We are searching for a Team Leader to provide support and be the first point of contact for customer escalations; You will be accountable for the full design and coordination of the team roster and be able to work a rotating roster between 8am – 6pm and non-national public holidays as required.
Duties:
- Onboard, train and coach new starters
- Ensure the team delivers on service levels
- Run fortnightly meetings and daily stand ups
- Provide one on one coaching sessions
- Quality Assurance: Analyse & discuss team results for customer experience & productivity measures
- Provide communications, training and coaching to the team
- Create reports for higher management
- Handling/Monitoring complex customer complaints or escalations
- Plan and manage change including engagement of people
- Implement new or enhanced systems and processes
Skills & Experience
- Experience leading a Contact Centre team
- Experience in managing escalations and customer resolutions
- Proven record of driving coaching and development to achieve business goals
- Call and queue management
- Workforce management tools
- Excellent communication skills and ability to build rapport with customers
- Problem solver and solution focused
- Intermediate MS office suite skills – Particularly Excel
- Salesforce experience desirable
