Hybrid Contact Centre Team Leader — Hands-On Coach

The Mutual Bank

Maitland

Hybride

AUD 70 000 - 90 000

Plein temps

Il y a 5 jours

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Résumé du poste

The Mutual Bank in New South Wales is looking for an experienced Contact Centre Team Leader to guide a hands-on team while staying connected to customers. You will support day-to-day operations, coach and develop team members, and help deliver a consistently high level of service.

The role requires you to jump into the phone queues when needed, ensuring customer inquiries are handled promptly and professionally.

Qualifications

Minimum 2 years' experience in a call centre.
Experience coaching and developing team members.
Strong communication and interpersonal skills.
Knowledge of regulatory requirements for authorised deposit-taking institutions.
Experience with Genesys Cloud would be advantageous.

Responsabilités

Lead, coach, motivate and support Team Members to grow their capability.
Coordinate the day-to-day operations of the Contact Centre.
Monitor workloads and support effective service delivery.
Help the team achieve its required outcomes and KPIs.
Maintain a positive, collaborative and can-do team environment.
Maintain strong knowledge across our products and services.
Take ownership of customer enquiries and complaints, resolving them promptly and professionally.
Ensure the team operates within relevant policies and procedures.
Maintain effective relationships across the Contact Centre and other areas of the business.
Step into the phone queues and directly support customers when operationally required.