We are currently looking for an experienced and motivated Team Manager to oversee a 24/7 customer service operation that supports clients across a range of industries. This is a great opportunity for someone who thrives in a fast-paced environment, enjoys leading teams, and is passionate about delivering exceptional service.
In this role, you will be responsible for the overall performance of the team, ensuring service delivery meets high standards and key performance indicators. You’ll provide ongoing coaching, mentoring and support to staff, manage escalated issues, and ensure the team adheres to organisational procedures and service expectations.
You will also be responsible for rostering and resource planning to meet operational needs within budget. Preparing and analysing performance reports, recruiting and onboarding new staff, and leading continuous improvement initiatives will form part of your day-to-day responsibilities.
About you:
- Proven experience managing Call Centre Operations / Team Lead Operations
- Experience working within a Workforce Planning Team
- Strong leadership and coaching skills
- The ability to manage resources effectively, including rostering based on call volumes
- A strong customer service mindset with the ability to resolve escalated issues
- Experience implementing new systems, processes or technology
- Excellent communication and organisational skills
- A reliable home working setup (quiet space and stable internet)
- Looking for a role with remuneration of $100K + Super
This is a collaborative and flexible environment where staff are encouraged to contribute to projects outside of their core responsibilities. A willingness to work across teams and support broader business goals will be important for success in the role.
How to Apply:
To apply, please submit your resume along with a brief cover letter outlining your suitability. Applications will be reviewed as they are received. For any specific questions, please contact Stephanie McLean on stephanie@smaart.com.au
