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Team Leader, Contact Centre

Contract Administrators
Permanent Full Time
601 days ago
19420 | Customer Services & Claims | Professional | Non-Executive | Allianz Partners | Full-Time | Permanent
Location: Brisbane Australia

What will you be doing?

This Team Leader is accountable for leading a team of Customer Service Assistants, aiming to deliver exceptional customer service outcomes in a primarily back office function, delivering services for a number of high profile clients.
This is a busy and fast paced role, so we are looking for energy and passion to lead this team, our customers and clients.

Duties and responsibilities:

  • Development of team capability to achieve goals and build high performance teams through a culture of coaching
  • Monitor productivity and results, reviewing individual and team performance reports, identifying trends and providing feedback and coaching
  • Maintaining an up to date knowledge of products and services in order to coach and develop the teams to provide superior customer service
  • Point of escalation for Customer Service Assistants in respect to complex customer interactions
  • Design and implement work practices to gain efficiencies and reduce waste in processes to achieve successful operational outcomes.
  • Drive change and continuous improvement
  • Managing relationships with internal and external stakeholders
  • Report and escalate risk and compliance related concerns, issues and failures to management.
  • Actively participate in the management and resolution of risk and compliance related incidents, issues including fraud and corruption risks

What makes a successful Team Leader?

  • Demonstrated experience leading a front line customer service team in a high paced and high volume environment, ideally with strong back office experience
  • Ability to interpret and act on real time statistics.
  • Ability to apply statistical measures to work flows for resourcing, rostering, scheduling, and performance measurement.
  • Demonstrated ability to plan, implement and manage change, including high level analytical planning and decision making abilities.
  • Demonstrated experience and obvious passion for coaching, developing and leading small to medium size teams.
  • Moderate to High level of skill in MS Office Suite required.
  • Well-developed liaison and communication skills and the capacity to negotiate and resolve conflict with clients, staff and management


Job Level:
Brisbane, QLD, AU, 4000
Available until:
Area of Expertise:
Customer Services & Claims
Allianz Partners
Employing Entity:
AWP Australia Pty Ltd
Job Type:
Remote Job:
Hybrid working
Employment Type:
Salary Details*
Salary Type Normal Wages
Base Salary $0
Superannuation 9.5%
Bonus offered No
Total Package $0
* Salary details are calculated without bonus and monthly payout as per tax bracket without tax threshold and other allowances. Its always good to confirm these details with the employer or recruiter.
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Normal Wages
Job Type
Permanent Full Time
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