Contact Centre Team Leader
Core
Lead and support a team of Contact Centre Representatives to deliver strong customer outcomes in a housing sector environment.
Role type
Senior IC team leader (contact centre)
Builds
Customer service interactions and team performance
Domain
Social housing / Community services
Deliverable
client delivery
Required skills
Team leadership, coaching and mentoring, performance management, conflict resolution, CRM systems, rostering, reporting and analysis
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, mentoring, recruitment, training, rostering and attendance; Act as an escalation point for sensitive, complex or unresolved customer matters; Monitor performance through regular conversations, reviews, call-quality monitoring and service-effectiveness analysis; Prepare timely reports on contact centre activity, trends, service levels and performance measures; Work with internal and external stakeholders to contribute to continuous improvement
Seniority
Senior, hands-on IC