Skout is proudly partnering with Broadspectrum to seek a Team Lead to join their dynamic contact centre. Broadspectrum design, fund, construct, operate, and maintain major projects and infrastructure assets across diverse industries. The contact centre operates 24/7 and is responsible for inbound and outbound communication for all maintenance requests from start to finish.
Reporting to the Contact Centre Operations Manager, the Team Leader is responsible for the day to day contact centre operations of their team. This involves but is not limited to:
Leading and managing a diverse team of 11 call centre agents by setting targets and providing clear and effective direction
Ensuring the customer & subcontractor calls are responded to professionally and according to process and current contractual obligations
Perform coaching and mentoring activities such as identifying training gaps, performance improvement plans, conducting one on one sessions with agents, call reviews and ensure agents are appropriately recognised for their efforts
Be happy to assist the team with any overflow calls and be point of contact for tier two + escalation calls
Ensure the workplace and team members work in a safe and harmonious environment and all safety issues and reported and actioned
Be involved in ad-hoc project work which will see you roll out and train amongst your team
You have a background or extensive knowledge in building, construction, facilities maintenance or all round handyman. Youll draw upon this knowledge and implement it into day to day activities to drive positive financial outcomes for the business. Ideally youll have managed a team previously and know how to drive team success. We need a Team Lead that can be firm when required, but approachable and bring a positive vibe to the environment.
This role is critical in the setting of the environment (leadership, people and the physical workplace), ensuring the contact centre promotes best practice, and aligns with the Broadspectrum ethos were here to help and the organisational objectives.
Whats on offer
Full time permanent role
Based in Parramatta, close to public transport
Competitive salary with benefits such as purchasing additional annual leave
Be part of a large, well known organisation that provides services across a variety of sectors
Opportunity for career progression to other areas of the business or into business contracts
Make an impact with the ability to engage and influence your team to success
If this sounds like your next move, please apply today with an up to date resume as we want this position to commence as soon as possible.
16/03/2020$0Parramatta & Western Suburbs1 Trades & Services
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