Job Description
Payments happen everywhere. In shops, on busy streets, and across countless digital touchpoints. In many of these everyday moments, Ingenico quietly powers the way customers pay.
n As a global leader in payment acceptance, we make transactions simple, secure, and seamless for millions of people worldwide.
n With operations in more than 30 countries and over 4,000 experts, we have spent more than 45 years shaping the future of commerce. Guided by
trust,innovationand
care, we build technology that moves payments and fintech forward.
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Location:Preston. Free onsite parking
n Work
type:Hybrid.3daysin
the office and2dayfrom home
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The impact you'll make
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You'll lead a friendly and down to earth contact centre team and play a key role in delivering great experiences for our customers. By coaching, supporting and developing the team, you'll help drive strong results, improve processes and build a true customer first culture. Our customers can range from the biggest of banks, to the smallest of retailers and everyone in between so no two days are the same. Due to an internal move a role has opened up in Preston based contact centre.
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What you will do
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Lead and support a team of up to 15 Contact Centre Agents across Level 1 and Level 2
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Coach and develop team members through regular one on ones, feedback, learning sessions andreviews
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Monitor performance, analysetrendsand implement improvement actions
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Manage
rostering,attendanceand
adherence to ensure effective coverage
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Collaborate withPeople & Culture, Training,QAand other internal teamsto get your team what they need to be successful
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Build on our culture of trust, innovation and care and have fun doing it!
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Manage day to day operations to ensure SLAs and KPIs are met
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Support escalations and handle complex customer issues whenrequired
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What helps you succeed
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Proven experience in a contact centre leadership role,we'reopen on industry backgroundanything with a technical aspect will be highly regarded.
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You enjoypeople leadership, coachingand
havegreatcommunicationskills
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Results and data orientated, you canspotthe opportunities for improvement.
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Strong analytical andproblem solvingcapability, you know how toimplement improvements.
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Confidence using contact centre systems and tools, including CRM and telephony platforms
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A strong understanding of key contact centre metrics such as AHT, SLA, FCR and CSAT
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Energy, empathy andknow how to lead through change.
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Open to Australia PR or Citizens, unfortunately we are unable to provide visa sponsorship for this role
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Our Commitment to inclusion and belonging
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As part of our values, we embrace diversity and inclusion at Ingenico. We are an equal chance employer and do not discriminate based on an individual's race, national origin, color, gender, gender identity, gender expression, sexual orientation, religion, age, disability, maritalstatusor any other protected characteristic under applicable law, whether actual or perceived. Ingenico welcomes and encourages applications from people with disabilities.
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Accommodations are available on request for candidates taking part in all aspects of the selection process. We want to adapt our processes and create a secure work environment that welcomes everyone. To learn more about whatit'slike working inside Ingenico, follow us onLinkedIn
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📌 Team Leader - Contact Centre (Preston) (Victoria)
🏢 Ingenico
📍 Victoria