Contact Centre Team Leader

at  Open Universities Australia

Company Description
Our mission is to remove barriers, enhancing access to quality education for all Australians – irrespective of age, location, life circumstance or previous experience.
As a not-for-profit organisation, we’ve got our students’ best interests at heart. We have guided more than 500,000 students to explore, choose, and enrol in one of the 1,000 and growing courses listed on the OUA marketplace from 27 leading Australian universities.
We embrace the principles of aligned autonomy and agility to guide our operations. Our culture is built on values that prioritise Acting for Customers, Continuously Improve, and Caring for Each Other.
Job Description
We are thrilled to present an exciting opportunity for a Team Leader to play a key role in managing the daily functions of our Student Recruitment department. This role is integral in guiding and aiding a team of Student Advisors to reach sales goals, cultivate customer relationships, and provide exceptional customer experiences. This position requires a blend of leadership, sales acumen, and efficient communication to steer the team towards success.

Team Leadership:

• Offer guidance, mentorship, and assistance to a team of Student Advisors.
• Set clear performance standards and goals for team members.
• Organise regular individual meetings and performance appraisals to give feedback and promote professional development.

Performance Monitoring and Management:

• Track team performance indicators, including call numbers, response rates, quality scores, and customer satisfaction ratings.
• Pinpoint areas for enhancement and carry out corrective measures to ensure performance targets are achieved.

Process Improvement:

• Work together with the leadership team to improve existing processes and workflows.
• Suggest and apply process enhancements to boost efficiency and effectiveness in service delivery.

Training and Development:

• Join forces with Capability Coaches to organise and conduct training programs for new recruits and ongoing skill enhancement for existing team members.
• Confirm team members are current with product knowledge, company policies, and customer service best practices.

Customer Escalations:

• Manage escalated customer issues that need further attention or resolution beyond the abilities of our Advisors.
• Identify fitting solutions to customer issues while maintaining a customer-centric approach.

Reporting and Documentation:

• Generate and present regular reports on team performance, emphasising achievements, challenges, and opportunities for improvement.
• Keep precise and current records of customer interactions and issue resolutions.

Team Motivation and Engagement:

• Nurture a positive and cooperative team environment that promotes open dialogue, innovation, and continuous improvement.
• Acknowledge and reward team members’ accomplishments and contributions.

Quality Assurance:

• Perform quality audits on customer interactions to ensure compliance with company standards and guidelines.
• Give constructive feedback to team members to improve their performance and uphold service quality.