Exciting opportunity to join a successful consulting and services firm, Permanent role - rapidly growing company, Immediate start available.
Reporting to: Head of Workforce Management
Location: South Brisbane/Fortitude Valley locations
Customer Driven was established 2014 by Louis Dupe and Peter Trowbridge with the vision to build a customer-centric business consulting and services company. Customer Driven has grown rapidly to a large team of consultants and professional service employees, with an impressive list of clients across Business and Government sectors.
Customer Driven offers a range of consulting and managed services across the areas of Customer Management Consulting, Knowledge Management, Training and Organisational Development and Workforce Management.
About the role:
Our team of Workforce Management experts are passionate about providing scheduling solutions that meet the needs of our client, and their customers.
To be an effective leader of our Workforce Management Practice, you must be an adaptable problem-solver and team player who enjoys working in a fast-paced environment. Your key focus as Team Leader will be to coach, support and implement processes to ensure the delivery of accurate and timely schedules for our Federal Government client.
Your team will work together to produce schedules for over 600 service delivery centres. The deadlines are tight and the need for quality outputs is high, you will need to be someone who enjoys driving high performance outcomes, developing the capability of your team and creating a positive and engaged culture.
You have at least 2-years experience in leading and managing a team of customer service, or administrators, preferably within a contact centre environment.
Your absolute strength needs to be your communication skills, ability to develop the capability of your team to achieve quality performance outputs.
You will have a high sense of urgency, be action-orientated and able to build a highly engaged, cohesive team.
Exceptional stakeholder management skills, with the ability to identify team issues early and implement solutions to prevent errors or delays.
Exceptional time management skills and ability to meet deadlines.
You also must be an Australian Citizen.
What you will be doing:
Operational Excellence & Customer delivery
Lead and manage team to meet required work deadlines and client expectations.
Develop and implement continuous process improvement plans
Develop a clear understanding of the individual and team performance expectations, accountabilities and behaviours.
Liaise with the client stakeholders and leadership to ensure consistent performance of managed service aligned to client contractual expectations
Drive performance to deliver customer, team and client outcomes
Educating employees & stakeholders on key operational drivers.
Maintain a focus on quality outputs across the team, ensuring mechanisms are in place to pre-empt any quality issues
Oversee the accuracy, quality, styles and standards of Customer Driven client deliverables relevant to direct reports
People & Capability
Implement strategies to drive positive team engagement and culture, with an open communication culture.
Provide formal monthly coaching and on-the-job mentoring and feedback to the team to increase skills, performance and behaviours.
Manage performance issues of team in-line with business guidelines, ensuring coaching conversations are documented appropriately.
Oversee day-to-day operation
Lead and develop direct reports in line with business succession plan
Conduct regular performance reviews in conjunction with direct reports to maximise performance
Ensure regular, two-way, efficient communication options are utilised to keep all employees informed
Facilitate meetings and training sessions, which enhance knowledge and capability of employees
16/03/2020$0Brisbane1 Call Centre & Customer Service
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