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Contact Centre Team Leader at Teachers Mutual Bank
Sydney, Victoria, Australia -
Full Time

Start Date

Immediate

Expiry Date

08 Feb, 27

Salary

55000.0

Posted On

10 Nov, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

No

Skills

Industry

Transportation & Logistics

Description
  • Coordinate daily contact centre coverage, workload, priorities and escalations. 
  • Lead complex complaints, Ombudsman enquiries and compensation cases to accurate, documented resolution. 
  • Monitor service quality and internal/BPO performance using reports, case reviews and customer feedback. 
  • Coach team members, clarify expectations and build contact-handling and case-management capability. 
  • Improve first-contact resolution, simplify processes and maintain compliant service hand-offs. 
Responsibilities