Team Leader
TAL Australia
Melbourne
6 days ago
Team Leader
Lead a high-performing team at the heart of TAL's Customer Contact function, inspiring and coaching Customer Experience Specialists to deliver exceptional service and support better customer outcomes. This hybrid role offers flexibility with remote work and optional office access in Melbourne, Sydney, or Brisbane.
Hybrid
Full-time
Entry Level
Word
PowerPoint
Salary
Not specified
Core Qualifications
Soft Skills
leadershipmanagementcommunicationdelegationproblem solvingorganizational skillstime managementattention to detailcomplaint handling
Tools (Must-have)
WordPowerPointExcelOutlook
Key Responsibilities
- Lead the team's daily, weekly, and monthly operating rhythm, including team huddles, coaching sessions, performance reviews, and development discussions
- Monitor calls and provide constructive feedback to ensure quality and adherence to customer practices
- Drive the transformation from a transactional contact environment to a relationship-based customer experience
- Build and evolve team capability to deliver a best-in-industry customer experience
- Manage escalations effectively, taking accountability for achieving mutually beneficial outcomes
- Develop the skills and leadership potential of senior Customer Experience Specialists
- Support the Contact Centre Manager with administrative tasks and initiatives that foster a high-performing culture
Team LeaderInsuranceCustomer ContactHybridMelbourneFull-timeLeadershipCustomer Experience