Lead and develop a team at a growing, purpose driven, member owned bankFull Time, Permanent JobLocated in Traralgon, close to parking and public transportYour new companyBe part of a bank where you can create a positive impact for people and the planet. Join a B Corp certified bank that is growing fast as people choose to align their values and commitment to making a positive impact on the community and the environment. They currently have a permanent full-time opportunity for a Contact Centre Team Leader to join their team in Traralgon.Your new roleAs a Call Centre Team Leader, you''ll play a crucial role in ensuring exceptional customer service and team performance. You''ll lead a team of customer service representatives, fostering a positive work environment and driving results.Ensure the team meets customer needs, service levels, and achieves sales and referral targets.Handle all enquiries and transactions in accordance with policies, guidelines, and service standards.Actively contribute to process improvement initiatives, enhancing customer service and operational efficiency.Monitor call and digital channel volumes, assess staff workloads.Coordinate and implement staff training in consultation with peers.Establish and manage performance objectives for individuals and the team.Provide timely, accurate performance reporting.You will be required to have flexibility to work a rotating roster Monday to Friday between 8am and 8pm, and a rotational Saturday shift from 9am to 2pm.What you''ll need to succeedPrevious experience managing a contact centre team.Ability to inspire, coach, and develop team members.Adapt to hybrid work arrangements (office and remote).Excellent communication, interpersonal and organisational skills.Ability to effectively determine priorities and allocate work under high workloads.Demonstrated ability to complete projects and conduct training programs.Ability to manage conflict satisfactorily and to solve problems.Ability to investigate and follow-up queries.Experience within Banking, Insurance or Financial Services is advantageous, but not essential.What you''ll get in returnFlexible working options, competitive salary and 13% super.Staff benefits include 24/7 free counselling, free flu vaccinations and discounted gym membership.Working in a B Corp office with access to fantastic facilities and close to public transport.Ongoing personalised training and development.Work as part of and add to a collaborative and people-focused culture.What you need to do nowIf you''re interested in this role, click ''apply now'' to forward an up-to-date copy of your CV, or call us now.If this job isn''t quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career. #J-18808-Ljbffr
Job Title
Team Leader, Contact Centre