You will lead by example, playing a pivotal role in ensuring that the Customer Contact Centre is a centre of excellence. You will work as part of a collaborative team to achieve success and personal, team and departmental performance goals, whilst advocating for the company's values. In addition, you will promote a culture of support and development to enhance your team's performance to maximise staff retention and to increase the capability of your team.
Your key areas of focus
On a daily basis you will be responsible for:
Creating a collaborative work environment that engages and empowers a team to achieve success
Continually optimising team performance by monitoring how they interact with customer and identify and deliver coaching, training and development opportunities
Ensuring that all agreed services levels are met by your team
Monitoring queues, staff adherence and day to day activity to achieve performance results
Manage the performance and development of your team including the facilitation of performance conversations and reviews
Leveraging 'real time' customer feedback to negotiate improved outcomes
Actively advocating and facilitating change to improve services that add value to internal and external customers.
You will possess highly developed interpersonal communication and influencing skills. You will be a trusted adviser with the ability to build and maintain effective working relationships with key stakeholders at all levels. You will be results focused with a strong focus on timely outcomes of business priorities, together with:
Demonstrated team leadership experience including coaching and performance improvement
Prior experience in a call centre environment or within administration/customer focused environment.
Experience utilising a contact centre management systems including Workforce planning management, call recording and quality assurance/ management or similar is advantageous.
Opteon is an international provider of valuations, advisory and specialist property services in the Australian and New Zealand market. Recognised as the largest valuation professional services firm in these regions, we deliver meaningful solutions for our clients across all property types and market sectors. We are experiencing an exciting period of growth and change, positioning the company as one of the most prominent property services providers. Our future growth strategy is for organic growth, diversification and international expansion.
What we offer
We offer rewarding careers for outstanding individuals, a positive and inclusive culture and the distinct opportunity for high performers to develop professionally. This is your opportunity to be a part of Opteon and its ongoing success.
How to apply
Please apply for this position by submitting your confidential application online including resume and cover letter.