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| POSITION DESCRIPTION | AUSTRALIAN GENERAL INDUSTRY NOVEMBER 2008 |
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Call Centre Team Leader |
| Position Code: | 1766 | | Career Level: | 3 |
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Responsible for
Managing a team to ensure that customer and adviser contact is handled in a professional manner to assist in preserving and initiating business. |
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Reports To
Call Centre Manager. |
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Supervises
Call Centre Officers. |
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Main Activities
Ensuring appropriate responses to all customer and Agent requests/queries within timeframes and service levels.
Dealing with complex telephone and written inquiries.
Recruiting, training and developing staff.
Helping formulate and achieve team goals.
Reviewing procedures to ensure efficiency of operation.
Playing an active role in considering new technologies and new work practices.
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Key Skills
Ability to train, motivate and provide feedback to staff in a team environment.
Good facilitation and communication skills.
Ability to plan and organise in a team environment.
Ability to work under pressure.
Ability to actively participate in or to lead group meetings.
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Internal Contacts
Internal Processing Areas. |
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External Contacts
Clients. |
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Typical Experience
A minimum of 5 years experience in a Customer Service environment. |
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