Customer Service Agent Team Supervisor
Apply locations AUS > The Boulevard > PLANT 3755 Aust Customer Service Centre
Time type : Full time
Posted on : Posted 8 Days Ago
Job requisition id : JR10003114
Purpose of the Role
Working closely with the Agent Team Manager and the other Agent Team Supervisors, you will be responsible for leading, developing and motivating a team of between 10 -15 Customer Service Agents to meet our business goals and objectives and helping the wider Customer Service team to build strong engagement and a quality customer experience.
A day in the life :
Leadership and Performance :
Lead, manage, and support team members to consistently achieve performance targets.Foster individual development and motivation.Team Synergy and Morale :
Maintain team cohesion and morale to achieve Hanson's business goals.Promote a positive work environment.Coaching and Mentoring :
Provide on-the-job coaching and mentoring.Set clear goals, offer constructive feedback, and create learning opportunities.Celebrating Success :
Cultivate a culture of high performance.Celebrate achievements.Customer Issue Resolution :
Serve as a point of contact for Customer Service Agents.Escalate and resolve difficult customer issues promptly.Effective Communication :
Handle customer calls and manage order functions.Drive best practices across the agent team.Leading by Example :
Demonstrate self-management and positive influence.Act as a role model, embodying Heidelberg Materials's values.Knowledge and Experience :
Proven ability to lead a team to achieve goals and build mutually rewarding relationships among team members.An ability to influence, develop and coach ensuring the delivery of a positive and engaged customer experience.Demonstrated experience in people leadership.Demonstrated ability to quickly and effectively identify trends and opportunities.Sound judgment skills with the ability to interpret, evaluate and disseminate information.Great organisational & problem-solving skills.Ability to create winning team cultures that fosters growth, development and high performance.Leadership experience in a call centre is highly valued, especially when combined with familiarity in working with call centre AI technologies.An attractive salary along with a comprehensive structured induction training program is provided to new team members. After successfully completing the probationary period, a quarterly bonus, along with ongoing training, development and global career opportunities are just some of the benefits you will receive as part of the Heidelberg Materials Customer Service Centre team.
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