Contact Centre Team Lead - Customer Experience

Bank Australia

Traralgon

On-site

AUD 70,000 - 90,000

Full time

4 days ago

Be an early applicant

Get a reply from this employer

Your resume and cover letter, tailored to exactly what they’re hiring for.

Get past ATS filters

Benefits offered by this job

Free counselling

Free flu vaccinations

Discounted gym memberships

Study assistance

Paid parental leave

Job summary

Bank Australia is seeking a Contact Centre Team Leader in Traralgon to drive customer excellence and operational efficiency. You will manage a team of General Enquiries Consultants, ensuring service levels, adherence to policies, and delivery of sales and referral targets.

The role includes staff development, performance reviews and reporting. The ideal candidate will bring extensive contact centre experience, a solid understanding of banking products, and proven leadership to inspire a

Qualifications

Extensive contact centre experience with a track record of delivering service levels.
Knowledge of banking products and services is essential.
Experience leading a team to deliver exceptional customer experiences.

Responsibilities

Ensure team meets customer needs, service levels and sales/referral targets.
Action all enquiries and transactions per policies and guidelines.
Lead projects and implement process improvements for better service and efficiency.
Monitor call and digital channel volumes and staff workloads.
Coordinate staff training and establish performance objectives.
Conduct staff appraisals and support salary reviews.
Provide timely performance reporting and act as a backup when other Team Leaders are absent.