Team Leader | Contact Centre

This role is pivotal to the coordination of Contact Centre operations, with a strong focus around team achievement of sales targets, quality of customer service and completion of agreed marketing strategies.    

Reporting directly to the Manager, Contact Centre, you will be assisting with the implementation of new processes, be an escalation point for our Contact Centre Officers as well as assist in the wider improvement and growth of the wider department.    

Furthermore, as part of the wider sales team, you will have a shared responsibility for the effective operation of systems and processes that support the organisation’s programs and services, with a focus on quality and continuous improvement. 

Main responsibilities of the role include: 

• Run weekly team meetings, setting goals and priorities.  
• End-to-end management of customer complaints, working alongside multiple teams where required.  
• Generating, analysing and interpreting operational reports, providing recommendations to management.  
• Oversee the learning and development of the frontline team, including onboarding programs, ongoing performance reviews, and coaching to ensure consistent development and improvement in frontline performance.