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Team Leader - Faults & Emergencies

Apply now Job no: 974330
Work type: Permanent
Location: VIC Metro - CBD
Categories: Team Leaders

• Exciting opportunity to make your mark in Startek - a global company
• Melbourne CBD Location, close to public transport
• Opportunity to grow and develop your career

About Startek
Startek is a leading global provider of customer experience management solutions. The company provides business process outsourcing and technology services to corporations around the world across a range of industries. Operating under the Startek and Aegis brands, the company has approximately 47,500 outsourcing experts across 58 delivery campuses in 13 countries that are committed to enhancing the customer experience for clients.

About the role and responsibilities
Reporting to our Operations Manager, you will be responsible for the management of consultants who will be answering calls and ensuring timely and accurate reporting of all customer and retailer faults and emergency calls for Electricity and Gas distribution networks. The team operates on a 24 x 7 rotating roster. You will register and manage customer expectations around faults and emergency response times in line with Service Level Agreements and individual Key Performance Indicators.

In this role you will interact with other business units, external contractors and client departments to report, escalate and investigate faults, emergencies and general service functions.

This is a permanent role. You will be required to work a full time rotating roster between Monday to Friday, 7:00am to 9:00pm and Saturday, 9:00am to 5:00pm. Our centre is based in Melbourne CBD and is close to public transport.

In this role you will be required to, but not limited to:
• Coach and mentor the team to targets and with a view to succession planning, ensuring that all team members have a development plan
• Translate and communicate business objectives, polices and directives to the team
• Compile accurate and comprehensive reports
• Analyse and interpret statistical information relevant to the business as a whole
• Manage the dynamic allocation of resources
• Display excellent negotiation skills and apply well developed business acumen in all dealings to increase and improve centre objectives
• Takeover / assist team members with escalated calls
• Assess individual performance and identify development needs
• Counsel consultants on issues affecting their work performance and or team performance
• Demonstrate initiative during customer and client interactions

To be considered for this opportunity, you will ideally possess:
• Team Leader management experience from within a contact centre service environment
• Highly regarded client relationship management experience - advantageous
• Industry experience in Energy Distribution – advantageous
• Demonstrated leadership abilities, self-motivation and resilience.
• A strong coaching philosophy with a proven track record in delivering improved performance through coaching and optimization.
• Excellent communication skills, both written and verbal.
• Exceptional ability to drive a high performing culture, including change management process.
• Ability to work to and achieve KPI's in a regulated environment
• Experience in process and procedure improvements and creating efficiencies
• Logical thinker with excellent problem solving and negotiation skills
• A passion for providing exceptional customer service
• Strong time management skills with the ability to multi-task
• Consistent achievement of call centre metrics & KPI's

In return, we will offer the successful candidate
You will work with other like-minded, motivated and skilled experts. We will provide you with the tools and support to be successful. Your work environment will deliver all the freedom you require to think, try new things and to have a go.

This is an amazing opportunity for you to really make your mark with a global organization and partner with our client teams. On offer to the successful candidate is an attractive salary package, exciting reward and recognition programs, social club, a fun team environment and the opportunity to be professionally developed by Leaders who are renowned as the best in the industry.

The successful applicant will be required to complete a criminal check (which we will conduct) and all offers of employment will be made pending the successful outcome of this check.

How do you join our team?
It’s easy, apply today!!

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Advertised: AUS Eastern Standard Time
Applications close: AUS Eastern Standard Time

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