Team Leader - Contact Center & Compliance
Team Leader - Contact Center & Compliance
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Job Description
Primary Location
Job Description Summary
About the Role
Service Streams Utilities Network Services division is currently seeking a Team Leader Contact Center & Compliance to join our growing company. The Team Leader will perform on our Smart Metering contracts supporting the Contact Center staff members to deliver against KPIs and targets for our clients as well as driving Scheduling Compliance.
Nature of position: Permanent Full Time
Location: Melbourne VIC (potential flexible location for the right candidate)
Reporting Line: Scheduling Manager Metering Services
Key Responsibilities
- Facilitate and manage all aspects of our contact center team including setting up a roster for our inbound and outbound customer lines as well as manage the incoming work packages processed by the contact center team.
- Monitor report and analyse teams performance KPIs and compliance to ensure targets are met.
- Report on and manage call and scheduling compliance ensuring AEMO rules as well as electricity retailer specific rules are followed.
- Provide coaching and training to team members to improve performance and compliance and ensure a high service level to our clients customers.
- Handle escalated customer issues and complaints to ensure prompt resolution.
- Collaborate with our Project Scheduler Work Allocators and Triage Teams ensuring work orders are getting booked as per the available field capacity.
- Create a motivating workplace culture where all employees feel valued and engaged in their work.
About You
- Minimum 2 years scheduling experience in the electricity industry or minimum 2 years in a senior call center role.
- Ability to coach mentor and develop a team.
- Committed to upholding the highest standards of compliance and professionalism.
- Strong analytical skills particular in reporting in Excel.
- Excellent communication and interpersonal skills.
- Adaptable to stay nimble to meet the changing needs and shifting priorities of our clients.
About Us
Service Stream is an equal opportunity ASXlisted business that develops and operates Australias essential services networks across telecommunications utilities transport defence and social infrastructure industries. Specialising in designing constructing and maintaining new and existing networks we provide endtoend engineering and asset management solutions for our bluechip client base. Committed to fostering a workplace culture that values diversity and inclusion Service Stream actively promotes the employment of Aboriginal and Torres Strait Islanders people with disabilities LGBTQI individuals and other diverse groups. As a signatory to the Veterans Employment Commitment we also value the skills and experience of exADF members and their partners strongly considering veterans who meet the key criteria for our employment opportunities.
Service Streamdoes not accept any unsolicited resume referrals from external Recruitment or Labour Hire Companies.
Department
How to Apply
If this sounds like you apply now to the Service Stream Recruitment Team via the online application button.
Employment Type
Full-Time
