Contact Centre Team Manager
At ING, our Contact Centre Team Leaders inspire, motivate and develop our Customer Care Specialists in providing excellent customer service.
Summary about this job
Supervisors/Team Leaders
Company: ING
Location: Gosford & Central Coast
Work type: Full Time
Salary: n\a
Phone: +61-2-2720-9559
Fax: +61-2-9141-1649
E-mail: n\a
Site: n\a
Detail information about job Contact Centre Team Manager. Terms and conditions vacancy
- Work for an award winning contact centre
- Mentor & coach, acting as a SME in customer service
- Great team culture and progression opportunity
As a Team Leader in the Contact Centre you will be responsible for inspiring and motivating a team of Customer Care Specialists who will be trained in a variety of products and will receive calls from both existing and prospective clients. You will provide coaching, mentoring and support across the business and work cross functionally with other teams and business units.
The successful candidate will have availability to work a rotational roster - 7 days, 6am - midnight. 365 days a year.
Main responsibilities
- Performance management and sales through service - coaching and leading the team to exceed service and sales targets along with achieving exceptional quality assurance results.
- Leadership - driving motivation and engagement and a fostering an environment of strong teamwork
- Contribute to Contact Centre success - active involvement in change management across the Contact Centre
- Working with a variety of ING business units to proactively identify and address issues that affect call volumes in the contact centre
- Provide help and assistance to colleagues and create a “one centre vision”
- Effectively communicating key messages to the team.
Please note that this role also requires rotational weekend work and occasional travel to Sydney CBD Office.
About you
We’re looking for someone with:
- Previous team leadership experience within an inbound Contact Centre and a working knowledge of on-boarding new employees
- Demonstrated experience coaching a team to achieve and exceed targets
- Experience in the banking & finance sector (desirable)
- An excellent understanding of Contact Centre operations
- Superior communication and interpersonal skills
- Effective time management and problem solving skills
- Ability to work to a rotational roster - 7 days, 6am - midnight. 365 days a year.
About us
At ING, we want to make life simpler and more worthwhile – for everyone who banks with us, for the people who work with us, and the community at large, too.
When you come to work at ING, you’re joining a team where individuality isn’t just accepted, it’s encouraged. We’ve built a culture that’s fun, friendly and supportive – it’s the kind of place where you can be yourself and make the most of whatever you have to offer.
We give people the freedom to take risks, think differently, take ownership of their work, and make great things happen. We’re here to help you get ahead. And with our global network, there’s plenty of scope to take your career in new directions, perhaps even ones you’ve never considered.
People of all ages, sexual orientations, cultures and backgrounds are welcome to apply – likewise if you’re an indigenous Australian, or you’re living with a disability, or you have family or caring responsibilities.
Sound like the kind of place you’d feel at home? We’d love to hear from you.
(One last thing, ING operates a direct talent sourcing model. So no agency introductions, please.)