Team Leader

Citrus Group Pty Ltd; Sydney; On-site; AUD 85,000 - 110,000; Full time

Job summary

Citrus Group Pty Ltd in Sydney is seeking an experienced Team Leader to join the contact centre in the CBD. You will lead a team of 19-22 agents, focusing on people management, workforce planning and process development.

You will drive performance, coach staff, manage escalation calls and work closely with stakeholders to continually improve customer outcomes and operations. This is a hands-on leadership role with career progression opportunities.

Qualifications

• A solid track record of delivering results.
• Experience running and managing a team.
• Strong attention to detail and time management.
• Strong analytical skills.
• Exceptional written and verbal communication.
• Excellent knowledge of contact centre statistics.

Responsibilities

• 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 queues and escalation calls.
• Workforce planning.

Skills

Team leadership

Workforce planning

Stakeholder management

Analytical skills

Communication skills

Attention to detail

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 multiple fortune 500 companies.

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 19 - 22 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 queues
• Managing 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.