Labourpower

Team Leader – Call Centre (BB-6E6C5)

Found in: Neuvoo AU

Description:

Call Centre and Customer Service

Labourpower is now seeking an experienced Call Centre – Team Leader, for our client based South West of Adelaide CBD.

Purpose;

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.

Relationships;

  • 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.
  • 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
  • Team supervision
  • 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;

    Knowledge;

  • Customer Service
  • Administration and clerical processes
  • Preparation and correspondence
  • Skills;

  • Time Management
  • 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
  • Experience;

  • Minimum 5 years Administration experience, 3 of which has been in a team leader or supervisor role
  • Minimum 5 years customer service
  • Qualifications;

  • 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

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    location_on North Plympton, Australia

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