Contact Centre Team Leader

Vor 3 Tagen

Brisbane, Österreich Watts Next Pty Ltd Vollzeit

About the business: Optimum Contact provides outbound call campaign support to member-based organisations and associations, helping them achieve a range of critical objectives.

We assist with renewing memberships, retaining members, boosting delegate attendance at events and conferences, enrolling members and students in various courses, conducting surveys to capture insights into member experiences, and verifying member details during transitions, such as CRM migrations.

We are positioned as an extension of our clients' teams, offering tailored support to manage the heavy lifting during times of increased member outreach.
Our services are designed to relieve pressure on internal teams while ensuring members receive excellent communication and engagement.

The role: We're looking for a motivated, experienced, and adaptable Contact Centre Team Leader to join and lead our small but growing team.
This role is pivotal in ensuring our campaigns run smoothly, our clients are supported, and our team is driven toward excellence.

The Contact Centre Team Leader will be responsible for: Call Centre Management: Proven experience managing or supervising in a contact centre environment, especially in retention, save teams, or member-focused campaigns.
Monitor daily operations, ensuring optimal performance and adherence to KPI's.
Data Management: Advanced skills in Excel, including data deduplication, reformatting for dialler use, and generating reports with pivot tables.
Campaign Coordination: Develop and manage campaigns, create customised scripts from templates, train team members, and ensure smooth operations using established processes.
Team Leadership: Supervise and develop a team, driving performance and innovation to enhance our services.
Client Collaboration: Attend client meetings (face-to-face or via Teams) to build trust and align on objectives.
Networking & Business Development: Represent Optimum Contact at industry events and support efforts to secure new business opportunities.
Skills & Attributes: Demonstrated experience delivering high quality customer service Experience in a similar role, industry or outbound contact centre is essential Intermediate Microsoft Office skills Intermediate to advanced proficiency in Microsoft Excel, PowerPoint, and Word.
A high-energy, can-do attitude with a passion for working across diverse campaigns.
Strong organisational skills, with the ability to adapt to shifting priorities and campaign requirements.
Maturity and professionalism to foster trust and collaboration with clients and internal teams.
A proactive, solution-focused mindset to continuously improve team performance and client satisfaction.
The ability to train, mentor, and inspire others while embracing opportunities for personal growth.
What we offer: Be part of a collaborative team supporting meaningful member outreach initiatives.
Enjoy a varied and dynamic work environment where no two days are the same.
Lead with innovation, bringing fresh ideas to grow our capabilities.
Represent a company that is trusted by associations and organisations to deliver results.
Continuous learning and professional growth opportunities.
Potential for future flexible working arrangements after probation is passed successfully.
If you're ready to take on a dynamic and evolving role in a fast-paced, supportive, and collaborative team, we want to hear from you

The successful applicant must be willing to undergo a criminal history record check and have the ability to work in Australia.

Please apply now by submitting your resume and cover letter detailing how your skills and experience meet the role's requirements.

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