Job details
- Lead and develop a team at a growing, purpose driven, member owned bank
- Full Time, Permanent Job
- Located in Traralgon, close to parking and public transport Your new company Be part of a bank where you can create a positive impact for people and the planet. Join a B Corp certified bank that is growing fast as people choose to align their values and commitment to making a positive impact on the community and the environment. They currently have a permanent full-time opportunity for a Contact Centre Team Leader to join their team in Traralgon. Your new role As a Call Centre Team Leader, you'll play a crucial role in ensuring exceptional customer service and team performance. You'll lead a team of customer service representatives, fostering a positive work environment and driving results.
- Ensure the team meets customer needs, service levels, and achieves sales and referral targets.
- Handle all enquiries and transactions in accordance with policies, guidelines, and service standards.
- Actively contribute to process improvement initiatives, enhancing customer service and operational efficiency.
- Monitor call and digital channel volumes, assess staff workloads.
- Coordinate and implement staff training in consultation with peers.
- Establish and manage performance objectives for individuals and the team.
- Provide timely, accurate performance reporting.
- Previous experience managing a contact centre team.
- Ability to inspire, coach, and develop team members.
- Adapt to hybrid work arrangements (office and remote).
- Excellent communication, interpersonal and organisational skills.
- Ability to effectively determine priorities and allocate work under high workloads.
- Demonstrated ability to complete projects and conduct training programs.
- Ability to manage conflict satisfactorily and to solve problems.
- Ability to investigate and follow-up queries.
- Experience within Banking, Insurance or Financial Services is advantageous, but not essential.
- Flexible working options, competitive salary and 13% super.
- Staff benefits include 24/7 free counselling, free flu vaccinations and discounted gym membership.
- Working in a B Corp office with access to fantastic facilities and close to public transport.
- Ongoing personalised training and development.
- Work as part of and add to a collaborative and people-focused culture.
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