Call Centre Team Leader

Are you a proven leader ready to transform customer care in a busy environment? We are seeking a highly motivated and experienced Call Centre Team Leader to join a contact centre and help drive a culture of excellence, ownership, and first-time resolution.

We have opportunities for both a Service Specialist Team Leader and a Technical Support Team Leader with a national client located in Docklands, Melbourne.

Key Responsibilities:

• People Leadership & Coaching:
• Lead, motivate, and inspire your team of Consultants/Specialists.
• Provide "in the moment" feedback and support to the team.
• Meet objectives for team performance and individual performance by providing effective feedback, coaching, and support.
• Drive a culture of continuous improvement, customer focus, and accountability.
• Performance Management:
• Minimise escalations through effective coaching.
• Coach and mentor consultants in areas like Customer Service Excellence, Account/Service Issue Resolution Excellence, and Reduces Risk.
• For the Technical role, coach on Technical Issue Resolution Excellence.
• Effectively utilise metrics to drive team performance.
• Ownership & Collaboration:
• Ensure effective follow-up and management of customer escalations.
• Coordinate, cooperate, and collaborate with other leaders to achieve team health goals.

What You'll Need

• For Service Specialist Team Leader: Minimum 3 years' experience as a complex customer service environment specialist.
• For Technical Support Team Leader: Minimum 3 years' experience in a complex technical support environment for consumer products (mobile and fixed).
• All Leaders must demonstrate proficiency in:
• Customer Service Excellence.
• First Call Resolution.
• Proven ability to coach to success and build high-performing teams.
• Strong time-management and influencing skills.

The Package & Hours

• Service Specialist: Base Salary $109,584 + 12% super.
• Technical Support: Base Salary $109,864 + 12% super.

Hours of Operation:

• 38 hours per week.
• You must be able to work a future rotating 7-day/24/7 roster.
• Below are the proposed shift hours you will rotate across:
• Day Shift: 8am – 4pm
• Mid Shift: 9am – 5pm
• Later Mid Shift: 10am – 6pm
• Evening Shift: 3pm – 11pm
• Night Shift: 11pm – 7am

Legal and Employment Requirements

• Confirmation of Australian Work Rights.
• Successful completion of a National Police Check.
• An International Police Check may be required based on previous residential history.

To apply, please submit your CV and a cover letter detailing your relevant experience and leadership approach.

At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.