With 75 years of experience, our focus is on helping the most vulnerable children overcome poverty and experience fullness of life. We help children of all backgrounds, even in the most dangerous places, inspired by our Christian faith.

Come join our 33,000+ staff working in nearly 100 countries and share the joy of transforming vulnerable children’s life stories!

Key Responsibilities:

Contact Centre Team Leader works very closely with direct reports providing direction through focus sessions and ongoing support through one-on-one coaching. As a Team Leader within the contact centre, there is a focus on the development of staff through coaching and performance management to create a positive work environment whilst inspiring the team to achieve all KPIs and providing all Supporters with an exceptional experience. Performance is monitored through conducting QA calls on a regular daily basis as well as having a real-time focus on reviewing available data to ensure issues are addressed and KPIs are met. This role works closely with the Contact Centre Manager and other team leaders to identify trends, opportunities and learnings that will enhance the supporter experience as well as maximise opportunities to increase revenue and service levels. This role is actively involved in people resourcing through recruitment, onboarding, and training activities in collaboration with support teams.

Key Responsibilities

Implement Channel Plan at the local level to deliver on sales, service, retention, and fulfilment targets.Manage performance across an optimised and scalable workforce that is engaged & motivated for high performance.Support operational activity requirements.

Qualifications

VCE or equivalent Contact centre applications & systems, e.g. Quality Assurance, Rostering, CoachingA sound understanding of performance management and conflict resolution techniques / skillsPrevious experience in a contact centre leadership role Proven experience in a busy and changing Call Centre / Sales / Customer Service environmentUse of best practice Sales / Customer Service and quality assurance techniquesDemonstrated “service excellence” experience, attitude, patience and ability to build rapport with a wide range of peopleDemonstrated ability to apply, and adapt, service concepts, skills and theories in individual interactions with supporters and internal customers Experience with performance Management practices and staff development plan managementAbility to respond quicklyInfluencing and communication (written & verbal) FacilitationProblem solving & analysisAttention to detailStrong computer literacy including Microsoft Office suite; email, calendar

Applicant Types Accepted:

Local Applicants Only