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Customer Service Team Leader / NSC Team LeaderBOC/Elgas
We are looking for our next leader. Do you have strong interpersonal skills and a compelling leadership style? About ELGAS Elgas is a leading provider of LPG and related products, services, and technical solutions in Australia & New Zealand. A part of Linde PLC, we are known as experts in our field, who hold the safety of people and sustainability of our communities as our top priorities.
We respond to change with integrity and innovation, to ensure our customers get performance and reliability from our products and services, and we achieve this through great people who take the lead. The Role Working in a contact centre style environment, our Customer Service Team Lead role will be responsible for supporting managing the day-to-day operations of both the Melbourne Customer Service centre and the National Service Centre for our facility based in Mulgrave. This will be achieved by ensuring day-to-day functioning of the Region’s customer service team and all associated functions – inbound/outbound calls, account queries, new account opening, delivery queries, and some debtors responsibilities.
Key responsibilities will include: Support our agency network and assist Business Manager in stock reconciliations, commission payments and banking Case-manage complex customer enquiries, ensuring that the root cause is fixed to avoid reoccurrence Work as a functional part of the immediate team, and greater CSC business by working collaboratively Monitor real time queues and case queues to ensure the appropriate level of staffing is available to handle interactions within set thresholds and escalate to the Service Manager and Workforce Management if there are gaps Perform regular checks on team skilling across all channels to ensure there aren’t any gaps to enable interactions to flow seamlessly to frontline agents Work with Workforce Management daily to ensure optimization of schedules is completed as required e.g., once notified of the day’s unplanned leave Monitor and manage team and staff performance against business metrics and KPI’s (e.
g., Adherence, Quality and Productivity) to identify opportunities for improvement Help to cultivate a culture of ownership and delivering on customer needs as well as being ready for, even expecting, change. Build a team To be successful, you will possess the following skills and attributes; Minimum 2 years’ experience leading a team in a call centre environment Experience working in a fast-paced environment and manage/create a high performing team Consistently motivate the team, training and performance management skills, ability to hands-on demonstrate and incorporate a culture of customer service and discipline within the team.
Learn/adapt to new systems and processes with only basic training. Ability to manage own tasks ensuring they are completed to a high standard inside agreed timeframes. Demonstrated ability to lead by example, both day-to-day and during times of change.
Exceptional influencing skills....