• Lead and develop a team at a growing, purpose driven, member owned bank
• Full Time, Permanent Job
• Located in Traralgon, close to parking and public transport

Your new company

Be part of a bank where you can create a positive impact for people and the planet. Join a B Corp certified bank that is growing fast as people choose to align their values and commitment to making a positive impact on the community and the environment. They currently have a permanent full-time opportunity for a Contact Centre Team Leader to join their team in Traralgon.

Your new role

As a Call Centre Team Leader, you'll play a crucial role in ensuring exceptional customer service and team performance. You'll lead a team of customer service representatives, fostering a positive work environment and driving results.

• Ensure the team meets customer needs, service levels, and achieves sales and referral targets.
• Handle all enquiries and transactions in accordance with policies, guidelines, and service standards.
• Actively contribute to process improvement initiatives, enhancing customer service and operational efficiency.
• Monitor call and digital channel volumes, assess staff workloads.
• Coordinate and implement staff training in consultation with peers.
• Establish and manage performance objectives for individuals and the team.
• Provide timely, accurate performance reporting.

You will be required to have flexibility to work a rotating roster Monday to Friday between 8am and 8pm, and a rotational Saturday shift from 9am to 2pm.

What you'll need to succeed

• Previous experience managing a contact centre team.
• Ability to inspire, coach, and develop team members.
• Adapt to hybrid work arrangements (office and remote).
• Excellent communication, interpersonal and organisational skills.
• Ability to effectively determine priorities and allocate work under high workloads.
• Demonstrated ability to complete projects and conduct training programs.
• Ability to manage conflict satisfactorily and to solve problems.
• Ability to investigate and follow-up queries.
• Experience within Banking, Insurance or Financial Services is advantageous, but not essential.

What you'll get in return

• Flexible working options, competitive salary and 13% super.
• Staff benefits include 24/7 free counselling, free flu vaccinations and discounted gym membership.
• Working in a B Corp office with access to fantastic facilities and close to public transport.
• Ongoing personalised training and development.
• Work as part of and add to a collaborative and people-focused culture.

What you need to do now

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.

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