Contact Centre Team Leader
Core
Lead and support a Contact Centre team to deliver strong customer outcomes, manage escalations, and ensure smooth operations for a social housing provider.
Role type
Senior IC people leader (Contact Centre Team Leader)
Builds
Customer service interactions and operational stability for a community housing organization
Domain
Social housing / Community services
Required skills
Team leadership, coaching and mentoring, recruitment and training, rostering and attendance management, performance monitoring, conflict resolution, CRM system usage, report preparation
Preferred skills
Knowledge of Residential Tenancies Act, experience in social/community housing sector
Responsibilities
Provide day-to-day leadership and support to Contact Centre Representatives, manage coaching and performance reviews, act as an escalation point for complex customer matters, monitor service levels and call quality, prepare operational reports, work with stakeholders to drive continuous improvement
Seniority
Senior, hands-on IC