Team Leader Customer Contact Centre

About the role
In this role, you will oversee the team's handling of customer enquiries, providing guidance on complex issues and ensuring swift and accurate resolutions. You will be the immediate point of support to handle escalated customer enquiry as well as provide leadership to the Contact Centre staff, fostering a positive and motivated work environment.
Work type: Permanent, full-time
Classification: Band 6 ($90,263 - $97,365)
Key responsibilities include:

• Setting clear performance objectives and KPIs for team members, ensuring that targets are consistently met or exceeded.
• Monitoring customer interactions to assess service quality, identify areas for improvement, and implement necessary training programs.
• Collaborating with other departments to maintain up-to-date knowledge of relevant information and services to support effective responses.
• Proactively identifying areas for process enhancement and operational efficiency within the Contact Centre.
• Staying up to date on the latest industry trends, technology, and best practices, and work closely with cross-functional teams to implement improvements, such as streamlined workflows, updated knowledge bases, or automated responses.
• Preparing regular reports on enquiries, performance, and present key metrics and trends, and utilise the data and insights to make informed decision and improve service levels.
• Conducting regular performance evaluations, coaching sessions, and team meetings to support professional growth and development.
• Coordinating training sessions to ensure team members stay informed about new policies, procedures, and service offerings.
• Ensuring compliance with all relevant regulations and policies, maintaining the highest standards of service delivery.
• Supporting rostering activities by planning for peaks and troughs in workload and support the manager in making decisions on optimising the workforce and resources.
• Supporting in the implementation of strategies to optimise call handling by minimizing wait times for customers by monitoring real-time traffic, making necessary adjustments to maintain optimal queue management and reduce abandonment rates.

About you
To be successful in this role, you will have proven experience in a leadership role within a Contact Centre environment, with the ability to foster an environment for high-functioning, productive and engaged teams to operate.
Essential Experience:

• Relevant Certificate IV qualifications or higher in Customer Service, Business Administration, or similar, and relevant experience in a similar position.
• Strong understanding of customer service operations and best practices including call handing, ticketing systems, queue management and workforce optimisation and demonstrated record of strong commitment and achievement in meeting customer needs.
• Demonstrated experience in successfully managing local level system, process, and culture change.
• Well-developed communication skills, verbal and written, to prepare correspondence, reports, and presentations.
• Demonstrated ability to analyse data and use insights to drive performance and process improvements.
• Proficiency in resolving conflicts and managing challenging interactions with customers or team members in a professional and empathetic manner.
• Demonstrated ability to work to and hold others accountable to established organisational KPIs (Key Performance Indicators) and meeting SLAs (Service Level Agreements).

The health and safety of our people is our highest priority. It is our current policy to ask for your COVID-19 vaccination status. You have the right not to disclose your vaccination status, and successful candidates who are not vaccinated or do not want to disclose will go through a simple risk assessment process.
If this sounds like the role for you, then click apply now!
Create our future together at the City of Greater Geelong
At the City of Greater Geelong, we are committed to working together for a thriving community. We do this by delivering over 130 services to our rapidly growing population and working hard to protect and improve what it is that makes Greater Geelong on Wadawurrung Country such a great place to live, work and study.
We're going through an exciting period of change that will help us serve our community better. From digital modernisation to the contemporary, sustainable office we've built in Central Geelong, now more than ever is a great time to join our team at the City of Greater Geelong.
Our Community is made up of diverse people from all walks of life, and it's important to us that our workforce represents and celebrates this strength.
We encourage great people from all backgrounds to join us. We encourage authenticity, because inclusion makes us stronger.
If you're excited about working together to create a Clever and Creative Greater Geelong, and joining a workplace where all people can thrive, then hit apply - we'd love to meet you!
We particularly welcome and encourage applications from Aboriginal and Torres Strait Islander people, people with diverse culture and linguistic backgrounds and people with disability.
A career with us
Central Geelong-based City employees are now based in our new Civic Precinct, Wurriki Nyal. Meaning 'speak and talk together' in local Wadawurrung language. Wurriki Nyal sets the benchmark for what a sustainable, inclusive and culturally safe workplace can be, including industry leading sustainability standards, a flexible and people-focused design, safe and inclusive spaces and public realm.
We're committed to supporting better accessibility for our customers and our people. We encourage you to talk to us about any adjustments or additional support you may require during the recruitment process, as well as how this role can be flexible for you.
We offer:

• salary sacrificing and novated lease options
• cultural and ceremonial leave
• study leave
• paid parental leave (16 weeks primary and six weeks secondary) and superannuation payments on all 52 weeks primary parental leave
• IVF, surrogate and miscarriage bereavement leave
• training and career development opportunities
• a healthy and safe environment
• our employee wellbeing program
• corporate membership rates at Swim Sport and Leisure facilities
• unlimited access to LinkedIn Learning

Applications and Enquiries
Click the Position Description link to view more information about this position.
Enquiries: Himmat Singh | Manager Customer Service |
Click the Apply button to submit your application or find out more about this opportunity. If we can assist you with any reasonable adjustments in order to submit your application for this role, please contact the Talent Acquisition team via email at careers@geelongcity.vic.gov.au noting your preferred method of communication and contact details and a member of the team will be in touch.
We collect demographic data to help us learn who our advertisements are reaching and how we can reach an even more diverse audience. We are committed to building a more diverse team. Your responses to our demographic questions are strictly confidential and will not be individually shared.
Advertised: 08 Jan 2024 9:00 AM AUS Eastern Daylight Time
Applications close: 22 Jan 2024 11:55 PM AUS Eastern Daylight Time