Team Leader Contact Centre

About TAFE Queensland

TAFE Queensland is proud to be the largest and most experienced Vocational Education and Training provider in the State, with a history of serving Queensland communities for over 140 years.

We have recently been named the State Winner of the 2023 Large Training Provider of the Year at the prestigious Queensland Training Awards. Our training is delivered to students and apprentices on-site, online, in the workplace, or on-campus to give people the skills they need to enrich their communities, support their industries, and strengthen their local economies.

From entry-level certificates through to bachelor degrees, and comprehensive trade training, TAFE Queensland delivers hands-on, practical training across almost 500 qualifications at more than 60 campus locations throughout Queensland, from Thursday Island in the North to Coolangatta in the South East and as far west as Mount Isa.

Our unique structure and statewide delivery model supports our commitment to assisting the diverse needs of our students, from a wide range of socio-economic and cultural backgrounds, and in regional and remote locations. Our responsive approach allows us to adapt our offering to meet the needs of local industries by delivering training that strengthens local communities and provides real employment opportunities for graduates.

We have a highly experienced workforce closely connected with their industries and dedicated to delivering best practices and innovative training. Our students benefit from our innovative, authentic, and progressive team, helping them graduate confidently, capable, and with the hands-on skills employers need.

At TAFE Queensland, we hold true to our values—Safety first, Working together, Focusing on our customer, Taking responsibility and Showing initiative—and keep our customers at the centre of everything we do. By living these values we continue to strengthen TAFE Queensland’s reputation as a leading provider of high quality education and training Our people are recognised for demonstrating these values in their everyday work.

TAFE Queensland values diversity and inclusion and provides employment opportunities which are inclusive of peoples from all diversity groups. 

For more information about TAFE Queensland visit www.tafeqld.edu.au.

Your Opportunity

As a Team Leader you will be responsible for providing guidance, motivation, and support to Customer Experience Officers in their role of delivering superior service to the organisation’s customers and staff via multi-channel communications.

This position reports to the Manager, Sales and Contact Centre.

This is a Permanent, Full-Time opportunity.

The position will be based primarily at Southbank however you may be required to perform work at other TAFE Queensland campuses.  

Key Responsibilities

• Contribute to the success of transformation and cultural change through promoting and modelling the established values of Safety First, Working Together, Focussing on our Customer, Taking Responsibility and Showing Initiative.
• Effectively manage a team of Customer Experience Officers including the provision of performance management and coaching, training, team building, conflict resolution, motivation, team briefings and skill development in key operating systems including Student Management System, Amazon Connect and CRM.
• Roster and schedule team resources efficiently to ensure that call volumes managed effectively (peaks and troughs), staff development opportunities are available and the employee skill level, work arrangements, availability and occupancy levels are appropriate.
• Retain responsibility for customer service fulfilment by negotiating and resolving conflict via call escalation processes and by providing follow-up and feedback to both clients and staff.
• Proactively promote the organisation’s range of products and services to increase sales conversions.
• Ensure information about the organisation’s activities and initiatives is accurate, timely, complete, and consistent by managing the relationships between the Contact Centre team, Faculties and Business Units.
• Establish, measure, and evaluate progress against team goals and ensure team and individual contributions against specified key performance indicators.
• Liaise with management and staff to ensure the Contact Centre goals and objectives are achieved.
• Identify trends in client issues and attitudes through surveys and Contact Centre database statistics and provide advice and feedback to senior management.
• Continually review and improve Contact Centre team processes and information ensuring compliance with the organisation’s quality system related standards and participate in the development of new systems and technologies.
• Maintain a high level of knowledge on the Enrolment and Administration policies and procedures in accordance with TAFE Queensland Brisbane Guidelines and Policy by actively participating in appropriate networks/forums to ensure currency of information.

How you will be assessed

Within the context of the role description above, the ideal applicant will be someone who has the following key capabilities:

1. Demonstrated ability to apply statistical measures to workflows for resourcing, rostering, scheduling, and performance measurement. 
2. Proven ability to manage own and others time effectively through scheduling, prioritisation, and delegation. 
3. High level analytical and conceptual skills including ability to solve complex work-related issues and develop innovative solutions to facilitate excellence in customer service.
4. Demonstrated experience in building and sustaining productive internal and external key stakeholder relationships and working collaboratively to foster a positive and cohesive work environment. 
5. High level of communication and interpersonal skills, including the ability to effectively liaise, consult and negotiate with external and internal stakeholders to achieve outstanding client service.

Mandatory Qualifications/Requirements

• There are no mandatory requirements for this role.

Highly Desirable Requirements

• There are no desirable requirements for this role.

Note:  Proof of qualifications to be provided prior to or at interview. 

How to apply

If you’re interested in this role, click the ‘Apply’ button to submit your application via the TAFE Queensland Recruitment Portal.  When submitting your application, please ensure you provide the following:

• A detailed resume; 
• A cover letter that outlines your known skills, abilities, knowledge and experience in response to the “How you will be assessed” criteria above (maximum of 2 pages in total; and
• The contact details for two referees (one of whom is your current Manager)

Closing date: 4:00pm, Monday 3 June 2024.

Job Reference Number: TQ2024-578

For further information, please contact:

Jayleigh Smith, Manager, Sales and Contact Centre

**************@tafeqld.edu.au