Team Leader - Contact Centre (Belgravia Leisure)

Team Leader - Contact Centre
VIC, Collingwood 3066

• An excellent opportunity for an emerging leader to step up and make an impact.
• Full-time, permanent position.
• Hybrid working model: 3-4 days in the office.

Belgravia Leisure’s customer care team is looking for a passionate Team Leader to provide exceptional customer service and support our team.
About us
Belgravia Leisure specialises in managing diverse facilities such as health clubs, wellness and spa centres, accommodation, golf courses, aquatic venues and sporting facilities in Australia and New Zealand. With partnerships established across 40+ Local Government and State Government authorities, we foster a welcoming and innovative environment. Currently, we're in search of a full-time Team Leader to lead our Contact Centre staff.
The Role
As a Team Leader in the Contact Centre at Belgravia Leisure, you will possess the skills to recruit, effectively manage performance and lead teams. This includes attracting and selecting talented individuals, overseeing their performance through coaching and feedback and providing leadership to achieve collective/individual goals.
Office Location
Our updated Collingwood warehouse office, just off Hoddle Street, offers a bright, light-filled space, a short 5-minute walk from all transportation options. Enjoy amenities like fast WIFI, bike storage, showers and complimentary tea, coffee, and water. Benefit from private phone booths, community events and well-equipped meeting rooms for a comfortable and productive work environment.
Other responsibilities include:

• Managing various channels: voice (inbound/outbound), web messaging, SMS and email.
• Leading consultants to achieve goals and metrics.
• Ensuring clear and engaging communication with customers.
• Achieving sales/service targets through staff development and performance monitoring.
• Developing a team of highly professional and motivated Contact Centre Consultants.
• Assessing and addressing performance issues promptly.
• Fostering effective relationships with venue managers and head of department staff.
• Implementing corrective action plans for employee performance improvement.
• Collaborating with your line manager on termination decisions when necessary.
• Ensuring adherence to company policies and legal requirements in the termination process.
• Performing additional duties as guided by your line manager.

Requirements

• Experience managing a team of 10-15 direct Contact Centre consultant reports.
• Excellent leadership, people management and team management skills.
• Contact Centre experience in a similar environment.
• Ability to inspire and create enthusiasm, energy and cooperation in others.
• Coaching and encouraging staff to perform at their optimum level.
• Workflow management and efficiency skills.
• Understanding of Contact Centre practices, dependencies and operations.
• Ability to work under pressure and make effective decisions.

Desirables

• Familiarity with Microsoft Office Suite.
• CRM experience, including Microsoft Dynamics.
• Contact centre-specific software, such as Genesys Cloud.
• Understanding of Contact Centre metrics.

Benefits

• Competitive Salary.
• Flexible Work Arrangements.
• Free Gym Membership.
• Employee Benefits Program.
• Key role in the growth of our Contact Centre expansion.
• Opportunities for ongoing training and career development.

Belgravia Leisure is an equal opportunity employer, encouraging applications from qualified and diverse candidates. For further information about the role, please contact Terry Terzioski at terryt@belgravialeisure.com.au.