About the role In this pivotal role, you will oversee the teams handling of customer enquiries, providing guidance on complex issues and resolving escalations effectively. As a dynamic leader, you'll set clear performance objectives and KPIs, ensuring your team consistently meets or exceeds targets. You will monitor customer interactions to assess service quality, identify areas for improvement, and implement targeted training programs. Collaboration with other departments will be key as you stay informed about relevant information and services to support effective responses. Additionally, you will drive process enhancements and operational efficiency, stay current with industry trends, and prepare regular performance reports to inform decision-making. Your leadership will help optimise call handling, manage workforce resources, and support cultural change within the department.
Work type: Permanent Full Time Classification: Band 6 ($90,263 - $97,365 pa plus super)
Key responsibilities include:
Oversee the team's handling of customer enquiries,
... Click here to view more detail / apply for Team Leader Customer Contact Centre 28 Oct 2024
