Ventia Pty Ltd
- 95k package, work with one of the market leaders
- Parramatta based, permanent full-time position
- Be part of an inclusive and high-performing team
Ventia's Operations Centre (VOC) is located on Darug Land (Parramatta, NSW) and is a 24/7 National Contact Centre. The VOC provides inbound and outbound customer service, technical resolution management, critical incident management, work order management, triage, live subcontractor management, planning, and scheduling of work services. Hours of work consist of a rotating roster between 8am & 11pm, Monday to Friday. There is also a requirement for the successful applicant to work one weekend every month.
The Opportunity
Reporting to the Senior Manager, the Team Leader is responsible for the day-to-day operations of approx. 15 Customer Service Coordinators. This involves setting targets, ensuring customer calls are handled professionally, providing coaching, and mentoring the team.
- Work closely with the team in developing, mentoring, and motivating them to deliver contract outcomes and role objectives
- Proactively supervise and coordinate activities of the Customer Support Coordinators to ensure a high quality, relevant client experience
- Ensure training and development plans are maintained for all team members
- Maintain and update various databases, spreadsheets, and documents
- Manage daily/weekly/monthly rosters via the workforce management system
- Call queue monitoring throughout the day and managing adjustments as required to meet service levels
Benefits
- Supportive, friendly, and diverse office environment
- Comprehensive onboarding training program designed to set you up for success, continued support and professional development
- Manage, nurture, and grow your own team
Could you be our next Team Leader?
- 1-2 years’ experience leading a contact centre team of at least 15 people
- Excellent people management abilities
- A collaborative and engaging working style
- Thrive working in fast paced and high-volume environments
- Known for your self-awareness and emotional intelligence
- You pride yourself on your excellent communication skills
Diversity
We acknowledge the importance of our people’s diverse experiences, talents and cultures. Embracing diversity and creating inclusion is a key component of our talent strategy. The creation of a diverse, inclusive workforce is central to our ability to unlock potential and enhance our success.
Aboriginal and Torres Strait Islander people are encouraged to apply for this vacancy.
How to apply
If you are looking to expand your career with a business that rewards and values its employees, please apply below by clicking on the 'Apply Now' button.
Position Reference Number:152125