National Contact Centre Team Leader

Summary about this job

Detail information about job National Contact Centre Team Leader. Terms and conditions vacancy

• Australia's Number 1 Home Builder
• Team Leader Position
• Ongoing Training & Development

Metricon Homes, a leading multi award winning new home builder is committed to recruiting outstanding individuals who share our passion for delivering quality, service and award winning living solutions for Australian families.

Responsible for the day-to-day operation of the National Contact Centre team, enabling the team to achieve required levels of service and assisting in the delivery of service excellence.

Please note: The successful the candidate will be required to work 9.30am to 6:00pm Monday to Friday.

Reporting to the National Customer Contact Services Manager, your responsibilities will include:

• Providing day-to-day management of agent availability and adherence to schedule in line with requirements of Work Force Management;
• Maintain a motivated team and good working environment where honesty, openness and support for each other is demonstrated;
• Conduct and contribute constructively and positively during team meetings and internal training sessions;
• Assist in developing an individual training and appraisal program for each staff member and implement with guidance from the NCC Services Manager;
• Lead call monitoring (including quality management)/coaching/training programs to ensure the team deliver against KPI’s;
• Provide ongoing support, innovation and development of the NCC Knowledge Management System (KMS) to keep the team up-to-date with current processes and information; and
• Role modelling the accountabilities of a Customer Service Representative when assisting on the phones (relief during staff absences).

Metricon will offer you:

• A competitive salary and salary package opportunities;
• Genuine career advancement opportunities;
• Generous housing discounts on our award winning homes; and
• A supportive workplace culture where great work is recognised and rewarded.

The successful candidate will have:

• Building trusted relationships with both team, key stakeholders and customers;
• Ability to implement a professional and passionate approach, providing the highest quality of team leadership (preferred), customer service and satisfaction to customers and stakeholders;
• Ability to drive agents to deliver and exceed Key Performing Indicators to be a high performing team;
• Experience in team management (preferred) and support within a fast paced environment;
• Focus to actively listen with a high attention to detail and a proactive approach to all tasks undertaken;
• Capacity to multi-task, set priorities and meet deadlines;
• An understanding of sales processes (advantageous);
• Intermediate Microsoft Word, Excel and Outlook computer skills, exposure working with database systems; and
• Background in contact centre management software (Work Force Planning management/Call Recording/Quality Management etc).

Please note: The successful candidate will be required to work 9.30am to 6:00pm Monday to Friday.
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