Customer Service and Support Location Ballarat, Australia
Job Title:
Team Leader Job Description
New year! New Career! Join Our Dynamic Team at Concentrix! Are you seeking a fulfilling career with an award-winning company recognised for its exceptional workplace culture? Concentrix has been honoured with accolades such as "World's Best Workplaces," "Happiest Employees," and "Best Companies for Career Growth."
If you're a passionate and driven professional ready to take your career to new heights, consider our Team Leader position at Concentrix at our Ballarat Delivery centre, working with our amazing client, one of Australia's leading superannuation funds.
As a Team Leader, you will play a pivotal role in leading and inspiring a diverse team while being part of an exciting journey with one of the industry's most recognised companies. In this role, your leadership will directly impact the operational effectiveness and employee satisfaction within our contact centre.
Key Responsibilities: Demonstrate strong and competent leadership skills Proactively address performance issues by providing real-time coaching and constructive feedback to help team members reach their full potential and achieve individual and team goals. Monitor and ensure that our customer service consistently meets and exceeds contractual Key Performance Indicators (KPIs). This involves oversight and effective communication of expectations. Efficiently handle escalated customer calls, demonstrating your expertise and empathy to resolve complex issues promptly and effectively. Assess team performance metrics and implement streamlined processes that increase operational efficiency without compromising quality. Lead shift-wide projects aimed at boosting productivity, improving service quality, or achieving specific KPIs, ensuring that goals are met while maintaining team morale. Skills & Abilities: A self-motivated attitude with a proven talent for developing and coaching team members. The ability to thrive in high-pressure situations, with a strong commitment to seeing tasks through to completion. Excellent communication skills, both written and verbal, to effectively convey information and motivate the team. Exceptional multitasking and prioritisation skills to manage competing demands effectively. Flexible availability to meet operational needs. Know how to work with helpdesk systems. Ensure service delivered to our customers meets contractual Key Performance Indicators ('KPIs') and financial expectations. Communicate expectations to employees and provide timely updates and changes. Provide subject matter expertise in handling escalated customer calls as needed. Key Role Details: Start Date: 8th January 2025 Operational Hours: Monday to Friday 8am to 8pm and Saturday 9am to 5pm Location: Mt Helen – Ballarat Hourly Rate: $30.83 + Super & Penalty rates. Performance bonuses ensure your hard work is recognised. What's in it for you? Become part of an award-winning team that is genuinely passionate about making a difference! Career stability permanent opportunity with a global company, 80% of our frontline managers are promoted from within the business! We offer FREE Learning and Leadership Development programs tailored to set you on a path to achieve your dream career. Enjoy a vibrant team culture where you can make lasting friendships in an inclusive environment. Prioritise your health and well-being with wellness apps, social clubs, and more! Great office environment – modern workplace, free parking, bottomless coffee machine. Concentrix calendar of events – we will always make time for cake. Access to our Employee Assistance Program for additional support and resources. This is your chance to join a fun and unique workplace! APPLY NOW! and embark on a rewarding career journey with us at Concentrix!
*Applicants must be at least 18 years of age, have full working rights in Australia and ability to complete background and police checks.
Concentrix is an equal opportunity employer.
Being an equal opportunity employer means that Concentrix provides the same benefits and opportunities for hiring and advancement to everyone without discriminating due to protected characteristics such as age, gender, sexual orientation, ethnicity, nationality, religion, disability, and medical history.
Location:
AUS Ballarat - Mt Helen Campus Language Requirements:
Time Type:
Full time
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