contant centre team leader aps6

at  Randstad

You will join a large growing and well known Federal Government organisation with a noble cause to support their customers, families and carers. You will be working in a beautifully corporate office in Penrith on a full time basis. Your team are all like minded, hardworking individuals with a supportive Manager who will provide outstanding training to set you up for success in your new Team Leader role.
The Contact Centre is the face of the client to many callers and the quality of the interactions with the public influences its image and reputation.
As the Team Leader of the Contact Centre, you will contribute to the development, delivery and continuous improvement of the contact centre function, consistent with the clients purpose and values. Reporting to the Assistant Director, you will lead a small team of approximately 5 staff.

• Continually seeking opportunities to improve Call Centre operations, including people, process and technologies
• Leading a culture of high performance regarding identifying callers’ needs, clarifying information, assessing issues and providing solutions and/ alternatives Meeting KPI’S with respect to call volumes, wait times, customer satisfaction and contact resolution
• Leadership motivation and development of the team drive and culture of excellence and engagement underpinned by the service by the service values of the Commission
• Provide Supervision, coaching, mentoring and guidance to others and contribute to a learning culture where expertise can be appropriately shared
• In consultation with your colleagues in other specialist streams, developing and implementing the effective workflows
• Identifying and escalating issues requiring urgent attention or specialist expertise
• Identifying recurring issues, problems and questions, and working with colleagues to address
• Leading a small team