Team Leader
HybridBrisbane, Queensland, Australia
Job Summary
Lead a team of Customer Service Advisors by managing real-time demand, balancing workload, and driving service, quality, and productivity outcomes. Conduct structured coaching, performance management, and quality assurance to improve call quality and embed consistent customer experience practices. Resolve escalated customer matters with delegated authority while interpreting performance data to ensure efficient issue resolution. Build team capability and engagement through regular feedback and development initiatives. This role requires a performance-driven leader with strong analytical and communication skills within a high-performing contact centre environment.
Required Qualifications
- Experience leading and coaching a team in a high performing contact centre environment
- Strong problem solving skills ensuring issues are efficiently and effectively resolved to the satisfaction of the customer/ stakeholder
- Customer centric, performance driven leadership
- Analytical mindset and the ability to interpret performance data
- A high level of communication and interpersonal skills and the ability to engage with stakeholders at all levels
- Background checks (including criminal history and ASIC checks)
- NDIS Workers Screening Check if appropriate
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