Contact Centre Team Leader
vor 1 Monat
How to Become a Contact Centre Team Leader: Australian Careers in CommunicationsThe role of a Contact Centre Team Leader is both dynamic and rewarding, serving as a pivotal link between the management and the frontline staff in a contact centre environment.
These leaders are responsible for overseeing a team of customer service representatives, ensuring that they deliver exceptional service while meeting the organisation's goals.
They play a crucial role in fostering a positive work culture, motivating their team, and driving performance through effective coaching and support.
In this position, the Contact Centre Team Leader's responsibilities encompass a variety of tasks aimed at enhancing team performance and customer satisfaction.
They monitor call metrics, provide feedback to team members, and implement training programs to develop skills and improve service delivery.
Additionally, they are often involved in resolving complex customer issues, ensuring that their team has the resources and knowledge needed to succeed.
This role requires strong communication skills, as leaders must effectively convey expectations and provide constructive feedback to their team.
Daily tasks for a Contact Centre Team Leader may include conducting team meetings, analysing performance data, and collaborating with other departments to streamline processes.
They also play a key role in recruitment and onboarding new staff, ensuring that the team is well-equipped to handle customer inquiries.
By fostering an environment of continuous improvement, they help to create a motivated team that is committed to delivering high-quality service.
Overall, a career as a Contact Centre Team Leader offers the opportunity to make a significant impact on both team dynamics and customer experiences.
With the right blend of leadership skills and a passion for customer service, individuals in this role can enjoy a fulfilling career path that opens doors to further advancement within the organisation.
What will I do?The role of a Contact Centre Team Leader is pivotal in ensuring that customer service operations run smoothly and efficiently.
This position involves overseeing a team of customer service representatives, providing guidance, support, and training to enhance their performance.
The Team Leader is responsible for maintaining high service standards, managing team dynamics, and implementing strategies to improve customer satisfaction.
Team Management – Overseeing daily operations and performance of the contact centre team.Coaching and Training – Providing ongoing training and support to team members to enhance their skills and performance.Performance Monitoring – Tracking key performance indicators (KPIs) and providing feedback to team members.Customer Interaction – Handling escalated customer inquiries and resolving complex issues.Reporting – Preparing and presenting performance reports to management.Process Improvement – Identifying areas for improvement in customer service processes and implementing changes.Team Motivation – Encouraging team engagement and maintaining a positive work environment.Scheduling – Managing staff schedules to ensure adequate coverage during peak times.Collaboration – Working with other departments to align customer service strategies with business objectives.Compliance – Ensuring that the team adheres to company policies and industry regulations.What skills do I need?A career as a Contact Centre Team Leader requires a diverse set of skills that blend leadership, communication, and problem-solving abilities.
Effective team leaders must possess strong interpersonal skills to motivate and guide their team members, ensuring a positive work environment that fosters collaboration and high performance.
They should also be adept at conflict resolution, as they often mediate between team members and customers to address concerns and maintain service quality.
Additionally, analytical skills are essential for monitoring performance metrics and implementing strategies to enhance efficiency and customer satisfaction.
In addition to interpersonal and analytical skills, a successful Contact Centre Team Leader should have a solid understanding of customer service principles and practices.
This includes the ability to train and develop team members, ensuring they are equipped with the necessary skills to handle customer inquiries effectively.
Proficiency in using contact centre technology and software is also crucial, as it enables leaders to streamline operations and improve service delivery.
Skills/attributesStrong leadership skillsExcellent communication abilitiesProblem-solving skillsAbility to motivate and inspire team membersExperience in customer serviceAnalytical thinkingAdaptability to changeKnowledge of performance metrics and KPIsCoaching and mentoring abilitiesProficiency in using contact centre softwareUnderstanding of customer needs and expectationsAbility to manage multiple tasks effectively #J-18808-Ljbffr
-
Contact Centre Team Leader
vor 2 Monaten
Melbourne, Österreich Study Select VollzeitHow to Become a Contact Centre Team Leader in Australia: careers in CommunicationsDefinition of a Contact Centre Team LeaderThe role of a Contact Centre Team Leader is both dynamic and rewarding, serving as a pivotal link between the management and the frontline staff in a contact centre environment.This position is designed for individuals who thrive in...
-
Apex Group | Team Leader, Contact Centre
Vor 6 Tagen
Melbourne, Österreich Buscojobs VollzeitTeam Leader, Contact Centre Location : Brisbane, Sydney, Shelley StTime Type : Full timePosted On : Posted YesterdayJob Requisition ID : JR-0007336 The Apex Group was established in Bermuda in 2003 and is now one of the world's largest fund administration and middle office solutions providers.Our business is unique in its ability to reach globally, service...
-
Armidale - Team Manager Contact Centre
vor 1 Monat
Melbourne, Österreich Buscojobs VollzeitRegional Australia Bank is looking for an experienced leader to join our Contact Centre as Team Manager.This key role offers an exciting opportunity to contribute to a high-performing team and drive exceptional customer service.Who We're Looking For: We're seeking a motivated, customer-focused leader with experience, ideally within banking or financial...
-
Pa2025Mfacc1 Team Leader, Contact Centre
vor 16 Stunden
Melbourne, Österreich Ss&C Technologies VollzeitAs a leading financial services and healthcare technology company based on revenue, SS&C is headquartered in Windsor, Connecticut, and has 27,000+ employees in 35 countries.Some 20,000 financial services and healthcare organizations, from the world's largest companies to small and mid-market firms, rely on SS&C for expertise, scale, and technology.Job...
-
Team Leader
vor 16 Stunden
Melbourne, Österreich Belgravia Leisure VollzeitLocation: VIC, Collingwood 3066About Us: Belgravia Leisure specialises in managing diverse facilities such as health clubs, wellness and spa centres, accommodation, golf courses, aquatic venues, and sporting facilities in Australia and New Zealand. With partnerships established across 40+ Local Government and State Government authorities, we foster a...
-
Contact Centre Officer
vor 3 Wochen
Melbourne, Österreich Telstra Health Pty VollzeitWe are currently recruiting several Contact Centre Operator roles to provide world-class customer service for participants and healthcare professionals that contact the National Cancer Screening Register.At Telstra Health, we believe health technology has the potential to be the great enabler for transforming the way healthcare is delivered. With the backing...
-
Contact Centre Officer
vor 3 Wochen
Melbourne, Österreich Telstra-Health VollzeitWe are currently recruiting several Contact Centre Operator roles to provide world class customer service for participants and healthcare professionals that contact the National Cancer Screening Register.At Telstra Health we believe health technology has the potential to be the great enabler for transforming the way healthcare is delivered. With the backing...
-
Contact Centre Sales Agent
Vor 3 Tagen
Melbourne, Österreich Buscojobs VollzeitContact Centre Sales Agent - Reservations Team Based in our St Leonards office, Hamilton Island is seeking an enthusiastic Contact Centre Sales Agent to join our Reservations Team.At Hamilton Island, we value Service, Excellence, Environment, Team, and Safety.Help us deliver our mission: "To create extraordinary island experiences for our employees, guests,...
-
Melbourne, Österreich Tideri Jobbörse VollzeitAs a leading financial services and healthcare technology company based on revenue, SS&C is headquartered in Windsor, Connecticut, and has 27,000+ employees in 35 countries.Some 20,000 financial services and healthcare organizations, from the world's largest companies to small and mid-market firms, rely on SS&C for expertise, scale, and technology.Job...
-
Contact Centre Manager
vor 2 Monaten
Melbourne, Österreich Suncorp VollzeitTake the next step. Be part of something bigger at Suncorp.Location: Melbourne, Hobart, Adelaide or PerthThe purpose of the role is to achieve profitable growth of the Shannons brand through management of multi-channel interactions, leading teams in hybrid work environments across multiple sites.Success will be achieved through delivering on our core...
-
Contact Centre Manager
vor 2 Monaten
Melbourne, Österreich Suncorp VollzeitTake the next step. Be part of something bigger at Suncorp.Location: Melbourne, Hobart, Adelaide or PerthThe purpose of the role is to achieve profitable growth of the Shannons brand through management of multi-channel interactions, leading teams in hybrid work environments across multiple sites.Success will be achieved through delivering on our core...
-
Contact Centre Manager
vor 2 Monaten
Melbourne, Österreich Suncorp VollzeitAttractive salary + bonus + great benefitsThe purpose of the role is to achieve profitable growth of the Shannons brand through management of multi-channel interactions, leading teams in hybrid work environments across multiple sites.Success will be achieved through delivering on our core objectives of Customer Obsession, Performance Edge and Risk...
-
Contact Centre Operator Silverwater
Vor 2 Tagen
Melbourne, Österreich Buscojobs VollzeitWork for a global leader and trusted brandConvenient location (Silverwater) - no city commuteEnjoy a supportive and collaborative team environment.On the job training.Access to continuous learning and development opportunities.Competitive salary package and generous staff discountsBe part of an organisation that is serious about sustainability.About the role...
-
Sales Contact Centres Campaign Manager
vor 3 Wochen
Melbourne, Österreich Optus VollzeitAt Optus, we don't sit back and let the future happen to us - we're out there making it.By expanding into new technology and relentlessly improving every day, we're creating a better tomorrow for all Australians.We believe in the strength of a vibrant, diverse and inclusive workforce where backgrounds, perspectives and life experiences of our people help us...
-
Sales Contact Centres Campaign Manager
vor 2 Wochen
Melbourne, Österreich Singtel Group VollzeitAt Optus, we don't sit back and let the future happen to us - we're out there making it.By expanding into new technology and relentlessly improving every day, we're creating a better tomorrow for all Australians.We believe in the strength of a vibrant, diverse and inclusive workforce where backgrounds, perspectives and life experiences of our people help us...
-
Sales Contact Centres Campaign Manager
vor 2 Monaten
Melbourne, Österreich Optus VollzeitAt Optus, we don't sit back and let the future happen to us - we're out there making it. By expanding into new technology and relentlessly improving every day, we're creating a better tomorrow for all Australians.We believe in the strength of a vibrant, diverse and inclusive workforce where backgrounds, perspectives and life experiences of our people help us...
-
Customer Contact Centre Consultant
vor 2 Monaten
Melbourne, Österreich Regional Express (Rex) VollzeitCustomer Contact Centre ConsultantRex is Australia's largest independent regional and domestic airline operating a fleet of 57 Saab 340 and 10 Boeing 737-800NG aircraft to 56 destinations throughout all states in Australia.In addition to the airline Rex, the Rex Group comprises wholly owned subsidiaries Pel-Air Aviation (air freight, aeromedical and charter...
-
Insurance Claims Contact Centre Manager
vor 3 Wochen
Melbourne, Österreich Link Group VollzeitOverview The role of Insurance Claims Contact Centre Claims (ICCC) Manager is to lead the Contact Centre and Teams servicing clients, members and claimants with overall responsibility for direct and indirect reports.This role is both challenging and changing continuously as you will be expected to shape the future of the centre, be committed to delivering...
-
Insurance Claims Contact Centre Manager
vor 3 Wochen
Melbourne, Österreich Link Group VollzeitOverviewThe role of Insurance Claims Contact Centre Claims (ICCC) Manager is to lead the Contact Centre and Teams servicing clients, members and claimants with overall responsibility for direct and indirect reports. This role is both challenging and changing continuously as you will be expected to shape the future of the centre, be committed to delivering...
-
Hr Advisor
vor 2 Monaten
Melbourne, Österreich Jet2.Com VollzeitHere at Jet2holidays, we're looking for a HR Advisor to support our Contact Centre area of the business.The role will be based at our Head Office in Leeds and you'll be supporting 1000+ colleagues within our contact centre.Reporting to the HR Business Partner, our HR Advisor will provide generalist HR advice, support and guidance to some of our senior...
