Contact Center Team Leader (FOH) - Civica Justice Services (P576, P577)

FOR INTERNAL CANDIDATES ONLY

We're thrilled to present an incredible opportunity for the Contact Centre Team Leader position!

If you're passionate about guiding a team and empowering others to thrive, then this is the perfect role for YOU!

SUBMIT YOUR APPLICATION NOW and seize this chance!

About the Role

As a Contact Centre Team Leader, your primary responsibility will be assisting in developing, leading, and supporting employees to achieve superior Customer Service outcomes through effective leadership aligned to business strategies.

Key Responsibilities

• Lead, motivate, coach, and develop individuals and the team to meet Key Performance Indicators and to ensure that contractual and departmental goals are met
• Oversee and co-ordinate daily workflows to ensure processing targets are achieved
• Ensure that work is allocated efficiently across your team and the department
• Analyse and understand team performance metrics as well as being able to identify reasons for performance outliers including the setting of SMART objectives that support the achievement of business objectives
• Undertake regular Quality monitoring in order to facilitate constant improvement and enable first contact resolution. Proactively identify risks, trends, and mitigation strategies

Essential Skills and Experience

• Strong communication Skills
• Intermediate computer skills
• A passion for employee development
• Exposure to GROW model coaching methodology
• Demonstrated ability to support others to achieve their goals

Please note for applying this role you must have completed six months in Civica and should not be on any ongoing performance improvement plan.

What Next?

If this sounds like a good match, then please submit your Expression of Interest. Please provide a summary outlining your current role, duties and why you are interested in this opportunity. Please ensure you speak to your manager before applying to ensure this fits in with business requirements.

You will be contacted by Talent Acquisition Partner, to understand more about your application.

Based on business requirement we will be shortlisting the applications and decide next steps to interview.

Applications close on Friday, 6th December 2024.