Customer Care Team Lead: Drive Exceptional Service

Momentum Energy Pty Ltd; Hobart; Presencial; AUD 90.000 - 120.000; Jornada completa

Descripción de la vacante

Momentum Energy, a 100% Australian-owned energy retailer, invites applications for a Customer Care Team Leader. You will lead a frontline team, drive performance against KPIs, and ensure compliance with safety and regulatory standards.

The role involves coaching, system optimisation, and partnering with QA to sustain exceptional customer experiences. We value diverse backgrounds and flexible work arrangements.

Formación

• Extensive experience leading high-performing teams in complex service environments.
• Strong experience with compliance and risk management in regulated settings.
• Proven ability to optimise contact centre performance using metrics and best practices.

Responsabilidades

• Lead and manage a team of Customer Care Agents to deliver exceptional customer experience while achieving KPIs.
• Recruit, develop and evolve capability to create future leaders.
• Identify skill gaps and train/coaching to ensure effective use of Momentum’s systems, processes and procedures.
• Ensure all operational processes are compliant and embed changes from regulatory updates.
• Collaborate with Quality Assurance to run and improve the Quality Assurance program.

Conocimientos

Leadership

Compliance

Risk management

Contact centre metrics

Change management

Customer focus

Analytics

Communication

Initiative

Commercial acumen

Descripción del empleo

Momentum Energy, a 100% Australian-owned energy retailer, invites applications for a Customer Care Team Leader. You will lead a frontline team, drive performance against KPIs, and ensure compliance with safety and regulatory standards.

The role involves coaching, system optimisation, and partnering with QA to sustain exceptional customer experiences. We value diverse backgrounds and flexible work arrangements.