Contact Centre Team Leader

Are you ready to be part of something bigger? At Lite n' Easy, we're not just about meals; we're about transforming lives through better eating habits. We make it effortless for Aussies to embrace healthier choices, whether they're on a weight loss journey or simply aiming to maintain a balanced lifestyle. As a team, we pour our passion into crafting meals that are not only nutritious but also bursting with flavour. Due to expansion within our leading business, we are excited to unveil our brand-new Contact Centre office at the iconic QV Building in Melbourne CBD. We have opportunities for highly motivated and driven professionals to join our Contact Centre team. If you’re someone who thrives on providing exceptional service, become a part of our integral and dynamic team as a full-time Contact Centre Team Leader. What's in it for you? Meaningful Work: Help provide delicious, healthy meals to time-strapped individuals and those dedicated to wellness. Comprehensive Training: Dive into a four-week training program that combines classroom learning with hands‑on experience. Supportive Environment: Work alongside passionate individuals in our Melbourne CBD office (2min walk from Melbourne Central Train Station plus you’ll be right above a bustling retail precinct with over 50 retail stores) Benefits: Discount on food products, themed events and family fun day, Employee Assistance Program and discounted private health insurance. Job Description About the role: Our Team Leaders collaborate to provide hands‑on support, coaching and mentoring to our customer service consultants. This ensures that they meet their goals and deliver the highest level of care and service to our customers. Reporting to the Contact Centre Manager, each Team Leader will oversee a team of 15 consultants, including a Senior Consultant. You will be responsible for fostering a positive, supportive, and people‑focused collaborative team culture. Responsibilities: Assist our customers by effectively resolving any expressions of dissatisfaction or escalated customer complaints received Facilitate individual team member monthly one‑on‑one meetings Analyse team data / statistics / performance to effectively develop and deliver both individual and team‑based learning opportunities Complete regular and thorough call quality evaluations for all Contact Centre team members (evaluating against our Service Excellence & Call Quality Framework) and deliver constructive feedback, quality score and assessment observations in a highly supportive and effective coaching environment Maintain effective communication and ensure team members are kept up to date regarding new products, new promotions, new processes & procedures, system enhancements and any other important updates to Contact Centre operations Contribute to developing recognition programs for all staff within the Customer Contact Centre to ensure that high performance is regularly rewarded Lead by example and drive positive team culture to maintain high levels of employee performance engagement Work closely with other Team Leader's and Management to achieve set goals What You'll Bring: Minimum of 2 years' Team Leader experience in a busy Contact Centre or Customer Service environment Passion for providing a high‑level customer experience Ability to become proficient regarding Lite n' Easy products, services, systems, processes and procedures Excellent communication skills both written and verbal High level of attention to detail and problem solving / critical thinking skills High level of emotional intelligence with ability to build / maintain effective relationships Genuine passion for coaching & mentoring to drive continuous improvement Solid proficiency with MS Office and desktop computer skills Be flexible and adaptable to change / able to implement change effectively Be flexible with working hours availability between 7am and 7pm, Monday to Friday and public holidays while being full time in office. Roster will be a rotating roster with other Team leaders Join Our Team If you're an Australian Citizen with a passion for customer service and a drive to make a positive impact, we want to hear from you Take the first step toward a rewarding career with Lite n' Easy. Lite n' Easy is an equal opportunity employer committed to diversity and inclusion. #J-18808-Ljbffr