Our client is one of the world's leading tech company with a focus on business travel. With the head office in Germany this global leader services 90% of the fortune 500.
With over 1500 staff globally and offices across Europe, the America's, Asia and Australia this is a great opportunity to join a global network and global corporate.
About The Role
We are searching for an experienced Team Leader to join the contact centre based in the CBD of Sydney. You will lead a team of 10 - 15 agents as an allrounder Team Leader.
You will wear many hats including people management, workforce planning and process development.
We are looking for a strong and focussed leader who is willing to help bring the team continued success. The team is going through a transformation so we need a competent and confident leader, happy to have tough conversations and be at the forefront of process improvement and someone who wants career progression.
Duties
- Recruiting, mentoring, coaching, and developing team members
- Improving business performance and processes
- Developing close working relationships with key stakeholders
- Ensuring performance standards are met
- Exceeding customer service metrics across all functions
- Managing call queues
- Managing escalation calls
- Workforce planning
Skills & Experience
- A solid track record of delivering results
- Previous experience running and managing a Team
- Solid attention to detail and exceptional time management skills
- Strong analytical skills
- Exceptional communication skills both written and verbal
- Outstanding working knowledge of contact centre statistics
Culture
The current team work as a really collaborative and supportive team and feel like a family. They are big on continuous improvement and genuinely enjoy celebrating each others wins.
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📌 Team Leader (New South Wales)
🏢 Citrus Group
📍 New South Wales
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