Fit2Work Team Leader

What you'll do Fit2work is a leading provider of employee background screening services, supporting over 1,800 organisations, and their applicants manage critical employee onboarding activities.
The F2W Service Desk Team Leader's purpose is to ensure exceptional customer service is delivered to our customers and consumers, facilitated by creating a great employee experience, which therefore enables revenue generation, revenue retention, margin improvement and risk reduction.
Key responsibilities include Leading a large multi-skilled operational team handling both inbound phone based customer service along with back end processing workSupporting an inclusive environment valuing different perspectivesAchieving SLA's, quality measures and other key objectives and providing operational support as directedSupporting and enhancing Fit2Work Operations and customer experience by developing and analysing data, and working cross functionally to improve our servicesAnalysing quality programs/outcomes in conjunction with Operations Leadership with the aim of developing the front line team and implementing operational efficiencies.Raising issues and risks and supporting with mitigation; being the voice of the customerWhat experience you need 5 years of experience, 3 years out of which should be in a team leader position managing 5+ individualsAbility to solve problems and make decisions that set directions for team membersCustomer focused and result drivenExcellent communication skills, both written and verbalCustomer Service experiencePlanning and scheduling in a high volume work environmentIdentification and implementation of process improvement initiativesIntermediate – Advanced MS Excel SkillsHigh integrity and ethicsWhat could set you apart Client facing experienceG-Suite, Service Now experience #J-18808-Ljbffr