Who we'd like to meet

Data Response Pty Ltd is seeking an experienced Contact Operations Team Leader to join our dynamic team. In this role, you will play a pivotal part in coaching and leading a customer service team of 8 members for a large client. This is a casual position due to the variation in start and end times, however, the role is secure and the hours are both flexible and equivalent to a full time role. Living local within the South Eastern suburbs of Melbourne is a benefit as the work is based in our Ormond office.

What you'll be doing

Overseeing the daily operations and performance of a customer service team

Providing hands-on coaching, training and mentoring to team members to drive improved productivity and customer satisfaction

Monitoring team and individual KPIs, identifying areas for improvement and implementing strategies to enhance overall performance

Fostering a positive team culture and promoting a collaborative work environment

Escalating and resolving complex customer enquiries and complaints

Collaborating with other departments to ensure seamless service delivery

Generating reports and analysing data to achieve continuous process improvement

Getting your hands dirty and pitching in when it spikes

Reporting directly with the Founding Director of the Company

What we're looking for

Significant experience in a team leader or supervisory role, preferably in a contact centre environment

Strong communication, leadership and people management skills

Excellent problem-solving and decision-making abilities

Proficiency in monitoring and analysing KPIs and performance metrics

An aptitude for managing various systems in CRM, Telephony and Task Management applications

What we offer

At Data Response Pty Ltd, we are capable, reliable and committed when it comes to supporting our clients. This requires a workplace that fosters and rewards the same attributes in our team. We offer competitive remuneration and opportunities for career progression without losing the friendly and comfortable environment that's easy to work in.

About us

Data Response Pty Ltd is a leading provider of data driven customer communication solutions, helping businesses of all sizes deliver exceptional customer experiences. We're passionate about driving continuous improvement and efficiency to optimise results.