Join a global organisation, Location based in East Perth, Be part of a great team culture.
Serco has partnered with Transperth to operate their Call Centre and Information Centres in Perth. Here, we assist the public by providing up to date travel information in a timely and efficient manner.
You are a respectful and professional person who demonstrates exceptional moral values in everything you do.
You have a strong desire to help customers and a passion to develop your people to be successful. You also love to have a little fun!
You are a result driven leader with a strong customer service and delivery focus.
Your extensive experience has helped you to develop strong functional knowledge of influencing factors such as KPIs, service levels, and the relationships between quality, productivity, and employee satisfaction.
You are engaging and collaborative and have exceptional communication and motivational skills.
You can work under pressure whilst maintaining clear priority on task allocation and attention to detail.
About the Role
You will be required to manage, coach, develop, and motivate staff. You will be responsible for ensuring that a high level of service is provided and all service deliverables, and contract KPIs are consistently met. You will ensure that each and every day your team will assist the people of Perth as their number one focus.
This role has a strong call taking and customer interaction component, so only apply if you love this essential part of the Team Leader role.
The hours of operation for the evening team leader are as follows:
Monday to Thursday: 4:30pm-12:30am
Friday and Saturday: 6:00pm-02:00am
Sunday: 4pm 12am
These may be subject to change and are in line with current transport operating hours.
To be successful in this role, you will have:
The highest levels of personal integrity and ethical behaviour
High level of customer service experience
Previous exposure and involvement in team management
Experience in contact centre environment
Ability to be flexible in all aspects of your role
Well-developed technical skills, MS Office products and relevant technologies
Demonstrated ability to analyse and interpret data
Safety is key for every role in our Serco business, so focus and passion for OH&S is key
This is a position of trust and responsibility and to support this we will conduct a thorough probity assessment as an essential selection component for these roles.
21/07/2020$0Perth1 Call Centre & Customer Service
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