Customer Service Team Leader

Private Advertiser; Melbourne; Sur place; AUD 70 000 - 110 000; Plein temps

Avantages offerts par ce poste

Company benefits

Team culture

Résumé du poste

Private Advertiser is seeking an experienced Customer Service Supervisor or Team Leader to manage a large call centre team in a fast-paced environment. The role involves shift work, with start times as early as 6am, and a focus on motivation, performance and delivering quick, professional customer service.

You will drive daily metrics, lead root cause analysis and work with regional and national leaders, operations, logistics and commercial teams to align service standards.

Qualifications

• Leadership experience in a busy, fast-paced environment.
• Experience in Construction, manufacturing, Telecommunication or similar industries.
• Proven ability to manage performance.
• Ability to motivate teams and build a positive team culture.
• Adaptability to changing environments and data-driven decisions.

Responsabilités

• Drive team performance through daily metrics and continuous improvement.
• Ensure responsive, solution-focused service for internal and external customers.
• Own key customer service KPIs and lead root cause analysis.
• Collaborate with regional and national leaders, and with operations, logistics and commercial teams to align service standards.
• Build a culture of engagement, accountability and excellence across your team.

Connaissances

Team Leadership

Performance Metrics

Call Centre Systems

Data Analysis

Cross-functional

Description du poste

We’re looking for an experienced Customer Service Supervisor or Team Leader to manage a large team of agents in a fast paced, high pressure call centre.

You’ll keep your team focused, motivated and performing at their best so every customer is looked after quickly and professionally.

This role involves shift work, with start times as early as 6am.

The Duties:

Driving team performance through daily metrics, regular performance routines and continuous improvement

Making sure internal and external customers receive responsive, solution-focused service

Owning key customer service KPIs and leading root cause analysis when issues arise

Working with regional and national leaders, and with operations, logistics and commercial teams, to align service standards and outcomes

Building a culture of engagement, accountability and excellence across your team

Your Experience:

Experience as a customer service leader in a busy, fast paced environment

Experience working across Construction, manufacturing, Telecommunication or similar industries and having a good understanding of the operational dynamics.

Previous experience leading a team, with the ability to manage performance

The ability to motivate your team and build a positive team culture

Experience working in, and adapting to, a changing environment

Confidence using call centre and customer management systems, and working with daily performance data

On Offer:

A wide range of company & employee benefits

A great team culture and dynamic workplace