Superb opportunity at a reputable Australian company for an experienced technical customer service team leader to manage the night shift operations of a team of agents, in a manner that is in line with excellent service delivery.

KPI’s:

People Management and performance measurement
Coaching the team to ensure quality delivery
Timely and accurate team communication
Observing and implementing HR policies and procedures
Weekly tracking and updating of agent operational performance files
Mentoring of agents
Timesheet management
Call monitoring and quality control
Team Action Plan feedback, briefing and reporting
Managing operational performance
Resolving all escalated queries
Driving team performance on systems and metrics in accordance to SLA’s

Requirements:

2-3 years minimum call centre Team Leader experience
Exposure to call centre management
Transport to work provided

Great remuneration package!