Contact Centre Team Leader
vor 4 Wochen
- Representing multiple brands including VW, Audi & many more
- A supportive team environment where you'll work with dedicated colleagues and management
- Join a national ASX listed organisation in a time of growth
About us:
Penfold Motor Group is part of Peter Warren Automotive Holdings, one of Australia's largest multi-franchise automotive dealer groups. We have expanded across South West Sydney, Sydney’s North Shore, Regional NSW, Northern NSW, and throughout South East Queensland and Victoria. With some of the finest vehicle brands in the world we cover all aspects of vehicle ownership. With over 2000 employees across QLD, NSW and VIC, we are focused on growing and developing a career path for all our people.
We are recruiting for a Contact Centre Team Leader to join our Business Development Centre based in Burwood. The Business Development Centre (Hub) is the heartbeat of our QLD & VIC dealerships.
Business Development Centre: The voice of the business - managing inbound & outbound service calls, sales enquiries, internet leads, emails, live chat, customer retention, customer service. Currently a multi-channel contact centre soon to undergo a digital transformation to Omni-channel.
About the opportunity:
As a Team Leader in our BDC, you will be responsible for ensuring smooth operations and fostering a positive team culture. Key responsibilities include:
- Leading, coaching, and mentoring a small team of Communication Officers to meet and exceed performance indicators.
- Participating in 1:1 coaching, performance management, and development activities regularly and consistently.
- Conducting quality reviews of calls for accuracy, coaching, and reporting.
- Supporting continuous improvement activities by assessing performance, processes, and service outcomes.
- Handling administrative tasks and ad-hoc project work related to the call centre.
Our ideal candidate:
We need a leader who is customer-focused, solution-oriented, and thrives in a fast-paced environment. The ideal candidate will:
- Have hands-on leadership and coaching experience within a contact centre environment.
- Demonstrate a self-motivated, proactive, and results-driven approach.
- Be comfortable making decisions and providing solutions to improve performance.
- Have excellent communication skills and a positive attitude.
Benefits:
- Employee Assistance Program (EAP)
- Exclusive discounts with our Samsung Partnership Program
- Training Pathway and Growth opportunities provided
- Joining a group that continues to grow and expand in the Auto industry
- A supportive team environment where you'll work with dedicated colleagues and management
- Competitive hourly rates and flexible working arrangements
If you're ready to take the next step in your career and lead a dynamic team in a growing national organisation, we want to hear from you.
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