Team Leader

Come and join ARMA as a Team Leader!

About Us:

ARMA Group Holdings is an ASX listed, leading provider of end-to-end debt collection and credit management solutions.

We provide innovative and industry leading technology that transforms the way business’ engage their customers regarding payments and service a large number of clients across all industry sectors – including some of Australia’s best known brands!

At ARMA we care deeply about our performance, to ensure we have a positive impact on our teams, customers, clients and community. As Team Leader, your leadership experience and passion will help shape our Perth based Team to perform, as you lead, coach, and develop our Customer Relationship Managers.

About You:

Utilising your experience in managing frontline customer service teams, you will be focused on leading and motivating your team in achieving relevant KPIs whilst providing support and training as required. With empathy front of mind, you will create and deliver a sense of connection, collaboration, and high performance.

The ideal candidate will have excellent communication skills, be able to work well under pressure, and have a proven track record of leading a team to success.

Responsibilities:

• Manage and lead a team of customer service representatives

• Ensure that the team provides exceptional customer service to clients

• Monitor and analyze client metrics to ensure all SLA's and KPI's are being achieved and identify areas for improvement

• Consistently review call centre metrics to ensure KPIs are being achieved and train and coach team members to improve their performance

• Handle escalated customer complaints and disputes

• Collaborate with other departments to ensure a seamless customer experience

• Maintain accurate records of customer interactions and transactions

• Conduct performance evaluations and provide feedback to team members

• Produce and present daily and monthly client statistics

• Help develop strong relationships with key clients and external stakeholders

Qualifications:

• +2 years Team Leader experience

• Customer care experience

• Excellent communication and interpersonal skills with the ability to demonstrate emotional intelligence, specifically in displaying respect and empathy.

• Strong leadership and team management skills

• Strong time management, problem-solving, conflict resolution, and organisational skills

• Ability to work well under pressure and handle multiple tasks simultaneously

• Proficient in Microsoft Office and customer service software

• Possess an advanced level of attention to detail

• Self-motivated with a healthy initiative and ability to work as part of a team and autonomously

What We Can Offer You:

The ARMA family culture is the backbone of our success and working environment. This is why we have such a high calibre of individuals within the business and an amazing retention rate…it all comes down to the fact that we care about our family. Just a few of the benefits of being part of this family community include:

• Fantastic training program for all new staff that is focused on customer care and hardship, as well as other ongoing development and growth opportunities.

• Leadership Development Program.

• Generous incentives and rewarding bonus scheme for all staff when achieving KPIs.

• EAP (Employee Assistance Program) available for all staff as we understand and care about your wellbeing.

• Being part of a larger and rapidly going ASX list group of companies.

• Possible employee share options scheme.

• Fun…we work hard and as a result recognise the need for fun!

• An all inclusion and diverse environment that encourages and desires everyone’s feedback and input.

Equal Opportunity Employer:

ARMA aspires to be the exemplar employer of choice for people from diverse backgrounds. ARMA aims to ensure equality in recruitment, development, retention, and promotion of staff and that no-one is disadvantaged on the basis of their gender, cultural background, disability, sexual orientation or identity or Indigenous heritage. We encourage everyone who meets the selection criteria to apply.

To apply please submit your resume and cover letter via the below link.

Candidates without permanent Australian residency or a valid work visa need not apply.

As part of our recruitment process, we require all successful applicants to undergo a police check. This is a mandatory requirement for the position.

For more information contact *******@armagroup.com.au

To find out more about our company visit https://www.armagroup.com.au/

We look forward to hearing from you!

We thank all applicants for their interest; however, only those selected for an interview will be contacted.