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Customer Service Team Leader (NV1)

Remote: 
Full Remote
Contract: 
Fixed term
Experience: 
Senior (5-10 years)
Work from: 
Australia

XPT Software Australia logo
XPT Software Australia SME https://xptsoftware.com.au/
51 - 200 Employees
See all jobs

Job description

This is a remote position.

Australian Citizens (NV1/NV2 Security Clearance)

Position Summary

• Main objective of the role will be to supervise the day-to-day delivery and performance of the team
• The role will also require the individual to motivate, mentor, coach and groom the team
• Ensure process & KM compliance along with meeting client and internal commitments
• Own all customer escalations and complaints

Required skill set

General skills (Communication and Soft Skills)
• Exceptional knowledge of customer care operations and processes
• Experience in managing teams
• Able to coach, mentor, motivate and interact with people
• Excellent verbal and written communications
• Strong decision making and analytical ability
• Demonstrate patience, passion for problem solving, ability to use knowledge bases, tools

Technical skills
• Experience in managing an IT helpdesk (if L1) or relevant field.
• Advanced support knowledge of Operating systems across various platforms, general productivity applications like MS outlook, MS excel, Lotus Notes etc.
• Knowledge on basic concepts of networking (if L1 or THD)
• Expertise on the concepts of computer and mobile hardware (If L1 or THD)
• Able to gather disorganized data into usable knowledge articles
• Experienced in creating reports and usage of tools like Avaya/Cisco

Job duties and responsibilities

• Effectively manage teams including tasks such as resource planning, career planning, performance management, attrition management etc.
• Coach and help develop team members; help bridge knowledge gaps and overcome skill and will issues
• Handle User/customer escalations and formulate actions to resolve any concerns and ownership till resolution
• Regularly formulate and execute internal and external governance
• Effectively handle client escalations and formulate actions to resolve any concerns
• Work with the operations managers to obtain necessary resources like training and support for the team’s requirements
• Conduct quality assessment of agents’ performance and formulate trends for performance improvement of agents & teams
• Ensure that the team members have the necessary knowledge and training to effectively deliver on their  targets
• Familiarize the team with the latest process update and changes, team and individual targets
• Identify process improvement ideas, mentor team members on implementing improvement ideas/Six sigma/lean projects

Education and other requirement
• Graduate
• Willingness to work in rotational shifts
• NV1/2 Cleared


Required profile

Experience

Level of experience: Senior (5-10 years)
Spoken language(s):
English
Check out the description to know which languages are mandatory.

Hard Skills

Data ManagementComputer NetworksCisco NetworkingComputer HardwareProductivity SoftwareComputer SystemsReport DesignerIT Service ManagementAvaya (Telecommunications)Lean Project Management

Other Skills

  • Customer Service
  • Team Management
  • Decision Making
  • Coaching
  • Problem Solving
  • Communication
  • Self-Motivation
Are you interested?

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