Ready to expand your contact centre career in Traralgon? Join this certified BCORP bank

Join a Bank Making a Positive Impact
Be part of a bank where you can create a positive impact for people and the planet. Join a B Corp-certified bank that is growing fast as people choose to align their values and commitment to making a positive impact on the community and the environment. They currently have a permanent full-time opportunity for a Contact Centre Team Leader to join their team in Traralgon.

Your New Role
As a Call Centre Team Leader, you'll play a crucial role in ensuring exceptional customer service and team performance. You'll lead a team of customer service representatives, fostering a positive work environment and driving results.

• Ensure the team meets customer needs, service levels, and achieves sales and referral targets.
• Handle all enquiries and transactions in accordance with policies, guidelines, and service standards.
• Actively contribute to process improvement initiatives, enhancing customer service and operational efficiency.
• Monitor call and digital channel volumes, assess staff workloads.
• Coordinate and implement staff training in consultation with peers.
• Establish and manage performance objectives for individuals and the team.
• Provide timely, accurate performance reporting.
• You will be required to have the flexibility to work a rotating roster Monday to Friday between 8am and 8pm, and a rotational Saturday shift from 9am to 2pm.

What You'll Need to Succeed

• Previous experience managing a contact centre team.
• Ability to inspire, coach, and develop team members.
• Adapt to hybrid work arrangements (office and remote).
• Excellent communication, interpersonal, and organisational skills.
• Ability to effectively determine priorities and allocate work under high workloads.
• Demonstrated ability to complete projects and conduct training programs.
• Ability to manage conflict satisfactorily and to solve problems.
• Ability to investigate and follow-up queries.
• Experience in Banking, Insurance, or Financial Services is advantageous, but not essential.

If you are interested in this role and are based locally in Traralgon, then click 'apply now' to forward your resume to [email protected] for a confidential discussion on your career