Are you an experienced contact centre professional ready to take the next step into leadership?
We are seeking a motivated and supportiveAssistant Team Leaderto join our Client Service Centre in Moonee Ponds. This is a hands-on, in-office position combining customer service responsibilities with day-to-day leadership support. Working closely with the Team Leader and Contact Centre Manager, you will help guide the team, maintain service standards and ensure our clients receive a consistently positive experience.
About the role
As Assistant Team Leader, you will:
- Support the Team Leader with the daily operation of the Contact Centre
- Provide guidance, assistance and real-time support to consultants
- Handle both inbound and outbound client calls
- Assist with managing call queues, workloads and daily priorities
- Monitor team performance and help consultants achieve service and productivity targets
- Provide constructive coaching and feedback
- Assist with escalated or complex client enquiries
- Promote a positive, respectful and collaborative team environment
- Step into the Team Leader role when required
- Ensure company procedures and service standards are consistently followed
- Rotating roster Monday to Friday 8:30am to 7pm. Saturday's until October 31st8:30am to 3pm.
About you
You will be someone who:
- Has experience working in a contact centre or high-volume customer service environment andinterested in developing or continuing a career in leadership
- Communicates clearly, professionally and confidently
- Enjoys supporting and bringing out the best in others
- Can provide feedback in a constructive and encouraging wayRemains calm and solutions-focused when handling challenging situations
- Is comfortable working toward performance and service targets
- Can effectively balance leadership responsibilities with taking inbound and making outbound calls
- Is reliable, organised and able to manage competing priorities
- Contributes positively to team culture
- Previous leadership, coaching or mentoring experience will be highly regarded.
What we offer
- An opportunity to develop your leadership capabilities
- Ongoing support from experienced Contact Centre leaders
- A varied role combining customer service, coaching and team support
- A collaborative and supportive working environment
- The opportunity to make a genuine contribution to the success of the team and the experience of our clients
This is anin-office position based in Moonee PondsVictoria and is not offered as a remote or hybrid role.
If you are a strong customer service professional who enjoys helping others succeed and is ready to take the next step in your career, we would love to hear from you.
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