Labourpower is now seeking an experienced Call Centre – Team Leader, for our client based South West of Adelaide CBD.
The main objective of this role is to lead a team of Response Coordinators to delivery timely and cost effective services to achieve consistent, positive performance for the company. Ensure that tenant and client communications, satisfaction and subcontractor feedback is collected and reported.
This position reports to Contact Centre Manager.
Internal relationships: Works closely with Response Coordinators and administration officers.
Liaise with Senior Response Coordinators, field supervisors and Quality Team.
External relationships: Build effective relationships with customers, suppliers, subcontractors as well as Land & Housing Corporation. Accountability.
Allocate and manage work orders
Check trade workloads and property history
Complete schedule on all multi-trade work orders
Advise Field Supervisors and subcontractors of overdue work via overdue notices
Supervise and guide response centre operators
Advise on all escalated matters from Response Coordinators
Manage level requests at operational levels i.e. Scheduling and rostering
Performance Management of the team
in consultation with the Area Manager, manage under – performance or poor conduct of the Response Team
Consult with Human Resources if/ when issue with performance or conduct escalates
Knowledge, Skills, Experience & Qualifications;
Administration and clerical processes
Preparation and correspondence
High level attention to detail
Coaching and mentoring team members on an individual and/ or group basis
Computer skills and proficiency in Microsoft Office applications
Minimum 5 years Administration experience, 3 of which has been in a team leader or supervisor role
Minimum 5 years customer service
Desirable, Cert 1V Business Administration
This is a full time casual position with a potential opportunity for full time employment.
This position is for an immediate start!
If you feel you have the relevant skills and experience to be considered for this position, then please click on the “