Positive Behaviour Support Practitioner
CARED
Customer Care Team Leader
Maxxia Pty Ltd
full-time
Posted on:
Origin: • 🇦🇺 Australia
Visit company websiteJob Level
Senior
About the role
- Manage a busy Customer Service team answering enquiries via the 1300 number and general email inbox from participants, carers and NDIS Service Providers
- Lead your Customer Service Team towards achieving team based and individual KPI's
- Manage administration and telephony workflows and queues via the allocation of tasks, monitoring of productivity and amending Workforce Planning schedules
- Identify changes to call and administration trends based on regular and holistic reporting
- Provide daily, weekly and monthly reporting administration data and identify areas for efficiency improvement
- Manage and resolve customer escalations and complex enquiries in a timely and professional manner
- Ensure customer and third-party enquiries are addressed in accordance with the Plan Partners Customer Charter
- Support the business in identifying process improvements, initiatives and coordinate and manage the implementation of key operational projects
- Regularly review quality, error, compensation and compliance trends and assess training requirements and make recommendations to close knowledge gaps
- Review and manage strategies to reduce customer exits
- Work closely with the Head of Operations and the Senior Operations Manager to provide coaching, guidance and technical support to the team
Requirements
- Minimum of 2 years’ experience in a Contact Centre Team Leader role
- High level people management skills
- Experience managing teams to Contact Centre based KPIs
- Experience using Amazon, telephony systems, or similar software
- A working knowledge of the NDIS would be desirable, but not essential
- Experience working in a frontline telephony environment
- Ability to provide technical support, coaching and guidance to a team
- Experience with administration, telephony workflows and queue management
- Ability to monitor productivity, allocate tasks and amend Workforce Planning schedules
- Ability to provide reporting and identify areas for efficiency improvement
- Willingness to undergo background checks (including criminal history and ASIC checks) and an NDIS Workers Screening Check if appropriate
