MAYDAY Recruitment is seeking a Customer Experience Team Leader to manage and develop a team of customer service professionals in a leading healthcare organization in North Ryde.
In this role, you'll focus on driving operational success, ensuring high-quality customer interactions, and fostering a culture of continuous improvement.
You will be a key leader, responsible for coaching and guiding your team to deliver exceptional service and meet performance targets.
What's in it for you?
Maternity leave cover until January 2026, based full time in the office in North Ryde $88,000 salary package Opportunity to lead a dedicated and diverse team of contact centre operators.
Drive real impact in customer satisfaction and operational efficiency.
Continuous learning and professional growth opportunities.
Enjoy working in a supportive, innovation-driven work environment.
Main responsibilities include: Lead, coach, and develop a team of customer experience specialists.
Monitor daily operations, ensuring optimal performance and adherence to KPIs.
Provide regular quality assurance feedback and conduct performance reviews.
Collaborate with internal stakeholders to deliver training and enhance team skills.
Drive innovation and change, fostering a culture of continuous improvement.
Maintain clear and consistent communication through meetings, huddles, and emails.
Ensure compliance with operational policies and minimize service risks.
Oversee productivity and service delivery metrics, including customer satisfaction (CSAT) and efficiency targets (SLA, AHT).
The ideal candidate: Experience leading a team, ideally within a customer service or call centre environment.
Strong coaching, mentoring, and people management skills.
Excellent communication and conflict-resolution abilities.
Familiarity with performance metrics such as CSAT, SLA, and productivity measures an advantage.
Ability to drive change and manage innovation within a team.
Strong organizational skills with an ability to manage multiple tasks efficiently.
Full working rights in Australia.
If this sounds like the ideal role for you, apply today!
Reference number: 11635 Profession: Company: MAYDAY Recruitment Date posted: 18th Nov, 2024