Customer Service / Call Center

Description:

Team Leader - Auckland Contact Centre (Job Number: 029702)

Auckland CBD
Competitive Remuneration Package
Exciting Leadership opportunity

For nearly a century now, Qantas has been bringing travellers together with the people they love – both from around Australia and all over the globe. It’s just part of being the Spirit of Australia.

These days, we’re widely regarded as an airline people can count on – both on the ground and in the air. It’s a reputation that hasn’t just seen us become the world’s leading long distance airline – but an Australian icon, too. And we’d love for you to be a part of that.

As a Team Leader, your work will see you provide leadership to our people and ongoing coaching to your team of Multi-channel Contact Centre Consultants and Team Coaches in Auckland. You will be responsible and accountable for all people and service related matters

This role will see you responsible for leading and developing consultants by engaging the appropriate strategies to ensure a skilled and capable workforce. You will also be responsible for providing a premium end to end customer experience.


Your main responsibilities will include:

Demonstrate Qantas Group beliefs and behaviours at all times, endorse Positive First Response, Next Steps and company initiatives;
Develop, implement and monitor performance across the team and implement strategies to manage performance and behaviour in-line with expectations.
Actively manage performance across the centre and team by ensuring appropriately trained employees, where you will deliver regular coaching and learning opportunities for both individuals and the team.
Lead on change initiatives and service improvement within the centre and ensure the team is engaged and change ready
Establish and maintain relationships with stakeholders to manage customer experience and people performance.
Ability to multitask and deliver services to our customers across all channels
Develop employees to deliver services across a range of channels to a consistently high quality.
Take ownership of team and people performance across all key performance indicators and manage exceptions are required
Lead and Manage team an individual performance to meet / exceed revenue and ancillary sales targets
Identify and act on customer service quality issues.
Work with Team Coach to drive capability in line with service quality program.
Responsible and Accountable for improving customer NPS and customer satisfaction levels.
Lead and comply with all Work Health and Safety Legislation, support Safety in the workplace with an in-depth knowledge of safety and security systems.

Requirements:

What does the successful leader bring to the role:

You will be a role model who is committed to the delivery of services to our customers and lead and inspire our people where you create a culture of engagement and high performance
You will take accountability for the performance of your team and take the appropriate action to recognise performance that meets and/or exceeds expectations and equally is willing to address situations where performance requires improvements either against KPI’s or in line with corporate expectations.
This is a role for an experienced leader with proven success in leading and managing people and performance in a customer service environment in busy and challenging environment with associated revenue targets
Highly developed written and verbal communication skills as your role will require you to continuously communicate with employees and stakeholders and have thorough performance conversations.
Your past experience in managing people and time management is critical in ensuring you are able to meet the expectations of this demanding role as a leader in our organisation
As part of the leadership team you will have the ability to make decisions in the interest of our business and consider the overall operations and performance of your team against KPI’s
A thorough knowledge of the Contact Centre environment is critical to the successful operation of your team supported through a high level of computer literacy
Be available to work a shift roster covering the hours of 1900 to 0630 and any other shifts as required by the operation

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