About the Company
We are seeking an experienced Contact Centre Team Leader to join our team on a NSW government contract in Parramatta, lasting approximately 2-3 months.
About the Role
* Lead and supervise Contact Centre staff to deliver high-quality services.
* Monitor and review the operational aspects of the team and Contact Centre, ensuring KPIs are met.
* Maintain accurate data records.
* Promote continuous improvement and innovation by reviewing and updating relevant processes.
* Handle complex inquiries and adapt to diverse scenarios.
* Demonstrate a strong understanding of confidential information handling, adhering to organizational and legal standards.
Key Skills and Experience
* 5+ years of customer service leadership experience.
* Demonstrated experience in supervising diverse teams to deliver customer service plans and processes.
* Experience with Workforce Management Systems and Rostering Tools.
* Experience working with Queue Management Solutions.
Requirements
* Bachelor's degree in a related field (e.g., business administration, management).
* Relevant certifications or training in leadership, customer service, or a related field.
* Excellent communication, problem-solving, and time management skills.
* Able to maintain confidentiality and adhere to organizational and legal standards.
Description
The ideal candidate will possess exceptional leadership skills, with a proven track record of delivering high-quality customer service. They will have a deep understanding of contact centre operations, including workforce management systems, queue management solutions, and data analysis. The successful candidate will be able to work effectively in a fast-paced environment, adapting to changing priorities and deadlines. If you are a motivated and results-driven leader who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity.