Location: VIC, Collingwood 3066
About Us: Belgravia Leisure specialises in managing diverse facilities such as health clubs, wellness and spa centres, accommodation, golf courses, aquatic venues, and sporting facilities in Australia and New Zealand. With partnerships established across 40+ Local Government and State Government authorities, we foster a welcoming and innovative environment. Currently, we're in search of a full-time Team Leader to lead our Contact Centre staff.
The Role: As a Team Leader in the Contact Centre at Belgravia Leisure, you will possess the skills to recruit, effectively manage performance, and lead teams. This includes attracting and selecting talented individuals, overseeing their performance through coaching and feedback, and providing leadership to achieve collective/individual goals.
Responsibilities: Managing various channels: voice (inbound/outbound), web messaging, SMS, and email.Leading consultants to achieve goals and metrics.Ensuring clear and engaging communication with customers.Achieving sales/service targets through staff development and performance monitoring.Developing a team of highly professional and motivated Contact Centre Consultants.Assessing and addressing performance issues promptly.Fostering effective relationships with venue managers and head of department staff.Implementing corrective action plans for employee performance improvement.Collaborating with your line manager on termination decisions when necessary.Ensuring adherence to company policies and legal requirements in the termination process.Performing additional duties as guided by your line manager.Requirements: Experience managing a team of 10-15 direct contact centre consultant reports.Excellent leadership, people management, and team management skills.Contact Centre experience in a similar environment.Ability to inspire and create enthusiasm, energy, and cooperation in others.Coaching and encouraging staff to perform at their optimum level.Workflow management and efficiency skills.Understanding of contact centre practices, dependencies, and operations.Ability to work under pressure and make effective decisions.Familiarity with Microsoft Office Suite.CRM experience, including Microsoft Dynamics.Contact centre-specific software, such as Genesys Cloud.Understanding of contact centre metrics.Benefits: Flexible Work Arrangements.Free Gym Membership.Employee Benefits Program.Key role in the growth of our contact centre expansion.Opportunities for ongoing training and career development.Belgravia Leisure is an equal opportunity employer, encouraging applications from qualified and diverse candidates. For further information about the role, please contact Terry Terzioski at ******.
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