Team Leader

Citrus Group; Sydney; On-site; AUD 90,000 - 120,000; Full time

Job summary

The Citrus Group in Sydney is seeking an experienced Team Leader for our CBD contact centre. You will guide a team of 15–20 agents, overseeing people management, workforce planning and process development to achieve peak customer service performance.

You will lead tough conversations during a transformation period and drive continuous improvement, while supporting career progression for team members within a collaborative, family-like culture.

Qualifications

• Experience leading a contact centre team.
• Strong communication and analytical skills.
• Proven ability to drive improvements in processes and metrics.

Responsibilities

• Recruit, mentor and develop team members.
• Improve business performance and processes.
• Develop relationships with key stakeholders.
• Meet and exceed performance standards.
• Drive customer service metrics across functions.
• Manage call queues and escalation calls.
• Conduct workforce planning.

Skills

Team leadership

Performance management

Stakeholder management

Call center metrics

Data analysis

Communication

Workforce planning

Job description

About The Company
Our client is one of the world's leading tech company with a focus on business accommodation. With the head office in Germany this global leader services 90% of the fortune 500.

With over 1500 staff globally and offices across Europe, the America's, Asia and Australia this is a great opportunity to join a global network and global corporate.

About The Role
We are searching for an experienced Team Leader to join the contact centre based in the CBD of Sydney. You will lead a team of 15 - 20 agents as an allrounder Team Leader.

You will wear many hats including people management, workforce planning and process development.

We are looking for a strong and focussed leader who is willing to help bring the team continued success. The team is going through a transformation so we need a competent and confident leader, happy to have tough conversations and be at the forefront of process improvement and someone who wants career progression.

Duties:

• Recruiting, mentoring, coaching, and developing team members
• Improving business performance and processes
• Developing close working relationships with key stakeholders
• Ensuring performance standards are met
• Exceeding customer service metrics across all functions
• Managing call queuesManaging escalation calls
• Workforce planning

Skills & Experience

• A solid track record of delivering results
• Previous experience running and managing a Team
• Strong attention to detail and exceptional time management skills
• Strong analytical skills
• Exceptional communication skills both written and verbal
• Outstanding working knowledge of contact centre statistics

Culture

The current team work as a really collaborative and supportive team and feel like a family. They are big on continuous improvement and genuinely enjoy celebrating each others wins.