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Customer Service Team Leader

Customer Service Team Leader
Company:

Kcc


Details of the offer

Description

Computershare Utility Services (CUS) specialises in the provision of innovative business solutions to a range of utilities around Australia. Their vision is to be the leader in the provision of outsourced services and solutions in the utility market segments where they specialise – Water, Commercial & Industrial and Mass Market (Retail).
About the role:
Reporting to the Operations Manager, you will be required to play an integral part in the successful management of the day-to-day operation of the Call Centre. You will take full responsibility for the development of its team members, day to day workflow management, liaising with the client, complex complaint management, escalations and achieving strict SLA requirements.
Key responsibilities include:
Manage the day to day planning, control and direction of activities of a culturally diverse team
Actively manage, coach and provide development plans for team members, resolving performance issues promptly and providing motivation that encourages all team members to deliver to their full potential
Oversee team performance, reporting and monitoring quality of outputs to ensure services are at optimum levels
Client liaison related to operational performance, changes and risks
Deliver to agreed KPI’s and SLA’s, both internal and external
Recommend process improvement initiatives to drive continuous improvement within the business and for the client
Recommend and, where appropriate, implement contingencies, practical workarounds and workload management strategies
Work as part of the Operational Management team delivering updates and statistics on a daily, weekly and monthly basis
Plan, optimise and forecast resources for the team
Drive customer satisfaction through provision of quality service to our internal and external clients
Actively develop and promote a safe working environment
To ensure your success you will bring:
Proven leadership experience
A strong desire to understand individual strengths and development needs and then provide the appropriate structure and support for each team member to grow accordingly
Exceptional communication, presentation and relationship building skills
Strong customer service focus
Ability to work under pressure and respond to tight timeframes
Strong problem-solving skills and initiative
Demonstrated organisation and planning skills, with excellent attention to detail
Intermediate to advanced Microsoft Word and Excel capability
Desired skills:
Previous experience in call centre systems or other customer information system
Manage the day to day planning, control and direction of activities of a culturally diverse team
Benefits and Culture:
The opportunity to work for a large global corporation (over 12,000 employees)
Great discounts and benefits from various companies
A wide variety of internal training courses supported by our Learning and Development team
A supportive working environment, with friendly peers and management
Aboriginal and Torres Strait Islander people are strongly encouraged to apply.
We want every person who joins our team, every customer and every supplier to feel welcome. We see diversity as a source of strength - the more perspectives we have, the better equipped we’ll be to meet the demands of our diverse global customer base. We believe in equality for everyone, regardless of age, ethnicity, gender identity, race, religion, disability or sexual orientation. Visit www.computershare.com/au to read our Diversity and Inclusion Policy.
| CERTAINTY | INGENUITY | ADVANTAGE |


Source: Neuvoo3_Ppc

Job Function:

Requirements


Knowledges:
Customer Service Team Leader
Company:

Kcc


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