Address We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!
We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!
The primary role of the Team Leader, located in Melbourne Australia, is to manage team members/agents to ensure that key client deliverables are met and exceeded. This will be dependent on the campaign you work on and Key Performance Indicators (KPIs) outlined by the client being serviced.
Key focus areas will include team and agent development/engagement, process improvement, compliance and quality assurance.
Your Accountabilities In this position you will be working in our Operations team and directly reporting to the relevant Operations Manager, Australia.
Core Operational | In line with your operational remit
Undertake daily ongoing training and development of existing team members to up-skill staff
Drive improvement projects and ensure all staff are actively working towards achieving targets and KPIs as set by Operations Manager – daily/weekly/monthly
Liaise with Operations Manager to identify strategies and ways to improve efficiency and performance within the channel
Organise daily motivational meetings and team feedback sessions
Work cooperatively and effectively with internal and external stakeholders
Depending on team staffing and rostering levels, when required, accept or make calls and provide effective and efficient service to customers
Ensure daily administration tasks are adhered to maintain a tidy and efficient working environment
Assist the P&C Team in following up employee documentation if required
Ensure customer complaints are actioned and resolved as per customer service guidelines
Must be willing to lead by example and engage with customers, double-jack with staff to provide mentoring and guidance
Act as the client representative in the event an enquiry, investigation or complaint escalates and cannot be resolved by the Agent
Role model appropriate behaviour in terms of demonstrating compliance in punctuality, reliability and teamwork
Your Capabilities
The key capabilities you will need to demonstrate in this role are: Flexibility and adaptability
Adjust approach in line with changing priorities, is open to acquiring and developing skills and knowledge, adapt to new ways of working or organise work to deliver results Managing People
• Builds an organisational culture in line with Acquire values; Inspires commitment of others towards goals and vision of the organisation • Drives a positive organisational culture
Promotes and maintains the wellbeing and motivation of others Innovation and Continuous Improvement
Process ideas and concepts across the business to develop new and different ways of thinking, working, or delivering solutions
Strives to improve efficiency, effectiveness, and quality of work Self-Awareness
• Has conscious understanding of the impacts of own behaviours, emotions, and thought processes • Takes action to improve personal effectiveness Business and Commercial Acumen
Ability to drive financial performance and meet targets Communicate with Impact
Use various communication types to convey information, ideas, and insights in ways that maximizes understanding of key messages Critical Thinking and Problem Solving
Objectively analyse and evaluate available data, points of view, needs of stakeholders and potential solutions before recommending relevant actions or decisions
Your Measures of Success
The key metrics you will need to deliver in this role are:
Development of a team environment and workplace climate that facilitates high levels of productivity and minimised time lost through unplanned absences
Ensure results and targets are being met (varied and communicated accordingly)
Overall employee effectiveness, Quadrature Amplitude Modulation (QAM) and calibration results
Maintain employee adherence and ensure a high level of staff retention within your team
Administrative transactions are processed accurately and with a high level of quality About You Your Experience
Previous experience as a Customer Contact Officer is essential
Demonstration of prior performance and ability in a Team Leader or 2nd in Charge capacity, overseeing a team of agents
Familiarity with contact center technology and software Your Qualifications
No essential requirement however studies and/or experience in industry verticals or relevant tertiary qualifications in management/supervision would be highly regarded
Join the A-Team and experience the A-Life!
Join the A-Team and experience the A-Life!
