We’ve worked hard to build a culture where people feel a genuine sense of belonging, wherever they work in our operations, and whatever their role. Our culture is grounded in our core values and our very strong commitment to delivering every day for our clients and their customers, getting everyone home safely, and caring about your wellbeing.

The Team Leader is required to manage and lead a team of back-office employees. You will be the contact point for all team members to communicate company targets and goals, safety practices and deadlines to team. You will be responsible for achieving a set of operational KPIs and should be able to act proactively to ensure smooth team operations and effective collaboration. Ultimately, you should lead by setting a good example and engage the team to achieve goals.

Responsibilities:

• Managing client relationships in a professional manner, field and BO capacity with our clients to maximise our revenue and managing and rostering both Agents and Engineers schedules in a fair and efficient way

• Ensuring engineers are crewed on a daily basis with the most efficient schedule to meet client and Actavo requirements

• Answers team member questions, helping with team member problems, managing Team members training to maximise their capabilities and monitoring team adherence, performance, reporting on metrics on a daily basis

• Setting clear team goals, delegating tasks and set deadlines for your internal team and provide one to one feedback to each team member on a monthly basis

• Conduct team meetings to update members on best practices and continuing expectations, generating and sharing comprehensive and detailed reports about team performance, mission-related objectives, and deadlines to management team

• Develop strategies to promote team member adherence to company regulations and performance goals

• Ensure company brand materials and physical working spaces meet and exceed company presentation standards

• Provide quality customer service, including interacting with customers, answering customer enquiries, and effectively handling customer queries

• Support the team manager and perform management duties when manager is absent or out of office

• Deliver innovate ideas to ensure the team and Actavo are continuously improving
  processes

• Assist management with hiring processes when desired

Requirements:

• 1-2 years previous experience working in a high-volume contact centre environment
  leading a team

• Excellent literacy, numeric and IT skills including proficiency in MS Office; knowledge of Clarify system is desirable

• Excellent organisational, interpersonal and communication skills required

• Problem Solving skills

• Customer Service skills

• Time Management

• Communication and Negotiation

• Team Management
  

Benefits:

• Pension plan

• Life assurance – 4 times your annual salary

• Employee assistance programme

• Refer a friend scheme

• Maternity pay

• Educational assistance

• Career progression opportunities

• Long Service Awards