Contact Centre Team Leader

We are a fast-growing fintech and insurtech organisation with a national presence, and we're looking for a Team Leader to lead and manage our contact centre operations across multiple locations. Our preference is for the candidate to be willing to relocate to Darwin if required. This is a greenfield role - which means YOU get to set the tone for the role, set the strategy and contribute significantly to the company ethos.

As the Team Leader, you will be responsible for managing and overseeing the operations of our contact centres to ensure that our customers receive exceptional service. You'll work closely with the customer service team, sales team, and other stakeholders to ensure that all customer interactions are handled efficiently and effectively.

Responsibilities:

• Manage and oversee multiple contact centre operations across different locations
• Develop and implement strategies to improve customer satisfaction and reduce customer complaints
• Monitor and analyse performance metrics and KPIs to identify areas for improvement
• Ensure compliance with regulatory requirements and company policies
• Provide coaching and training to team members to improve their performance and skills
• Work closely with the sales team to ensure that all customer interactions are handled efficiently and effectively

Requirements:

• Minimum of 5 years of experience in contact centre management, preferably in a fintech or insurtech organisation
• A proven track record of success in managing and developing teams
• Strong leadership, communication, and interpersonal skills
• Excellent analytical and problem-solving skills
• Knowledge of contact centre technologies and tools
• A customer-centric mindset with a passion for delivering exceptional customer service
• Willingness to relocate to Darwin if required

We offer a competitive salary package and the opportunity to work with a dynamic and fast-growing fintech and insurtech organisation. If you're a Team Leader with a passion for delivering exceptional customer service and want to join a growing organisation, we want to hear from you!

To apply, please submit your resume and a cover letter detailing your experience and suitability for the role. We look forward to hearing from you.

Job Type: Full-time

Pay: $70,000.00 – $130,000.00 per year

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Darwin, NT: Reliably commute or planning to relocate before starting work (Required)

Work Authorisation:

• Australia (Preferred)

Work Location: In person