Job Description
Job SummaryAn excellent opportunity has become available for a highly motivated and passionate Customer Service and Support Team Leader to join the Triple Zero Team.This is an Overnight role based onsite in Melbourne.Job DescriptionWho We AreWe're an iconic Aussie brand with a global footprint. Our purpose is to build a connected future so everyone can thrive. We're all about providing the best experience and delivering the best tech on the best network.This includes making Telstra the place you want to work. For you, that means a having career that grows with you and working with a team powered by human connection that prioritises wellbeing and choice. Focus of the RoleThis is an overnight role based onsite in Melbourne. We are looking for a highly motivated and passionate Customer Service and Support Team Leader to join the Triple Zero Team.Your role is to lead, motivate, develop and coach a team of contact centre consultants in the Emergency Service Answer Point Centre. As a Change Leader you will create advocates of the Telstra brand and develop our continuous improvement capability by the way in which you act, learn and adjust.Your key responsibilities and major tasks include, but are not limited to:Provide regular reports/feedback on fluctuations in workload/resources to input into business plan, goals, and measures.In conjunction with the scheduling area, maintain workforce/workload management plan which ensures the viability of staff to meet customer commitments and other work requirements.Monitor and report on systems to improve performance.Manage stakeholders within your area to remove roadblocks.Resolve escalated customer issues and complaints through the application of standard procedures and delegations.Take ownership of and will always keep your commitments.Identifying opportunities around process improvement that have impact on the customer/community or business.Effectively manage on phone resources to ensure adequate coverage at all times.Accurate system recording of all mandatory required operational activities.
Responsibilities + Skills
Education
Significant on the job experience (2 years minimum) + some specialised vocational skills (including Team Management)Proven ability to determine priorities, manage operational activities & resources and make sound business judgements to best achieve the business objectives.Excellent communication skills - written, auditory and oral.Intermediate Computer LiteracyAbility to coach, inspire and develop their teams.Demonstrated capability to manage difficult conversations effectively.Ability to lead and motivate staff particularly through change.Experience working in an overnight environment.
Experience
