Contact Centre Team Leader
# Contact Centre Team Leader **360 net limited** · New Lynn, Auckland · `On-site` 🕒 **Статус:** *Опубликовано: 27 дней назад* · *Источник: Indeed* --- ### About the Role Lead, supervise and support a team of contact centre Customer service and technical support team. Allocate daily duties and workloads according to customer demand and business requirements. Monitor individual and team performance against agreed KPIs and targets. Conduct regular coaching, performance reviews and one-on-one sessions. Provide constructive feedback based on call monitoring and performance results. Identify performance gaps and implement appropriate coaching and improvement strategies. Motivate team members to achieve customer service, sales and productivity targets. Support new employee onboarding, training and ongoing development. Oversee inbound customer enquiries relating to internet services, plans, billing, account changes, and general customer support. Assist Customer service team with complex customer enquiries and escalations. Ensure customer issues are resolved accurately and within required timeframes. Monitor customer interactions to ensure professional communication and compliance with company standards. Escalate complex technical, billing or service matters to the appropriate internal department. Outbound Sales & Customer Retention Lead outbound calling campaigns for new customer acquisition, upgrades, renewals and retention. Support consultants in converting leads into new ISP customers. Monitor outbound activity, conversion rates and sales performance. Coach staff on sales techniques, objection handling and customer engagement. Identify opportunities to improve lead conversion and customer retention. Where required, personally undertake outbound calls and assist with customer acquisition. Monitor daily contact centre workflows and staffing requirements. Develop and maintain staff rosters to meet anticipated call volumes and business requirements. Monitor call volumes, average handling times, service levels and customer wait times. Review contact centre data and performance reports to identify trends and operational issues. Ensure customer information and interaction records are accurately maintained in CRM and other business systems. Work closely with technical support, sales, billing and operations teams to resolve customer matters. Quality Assurance & Compliance Monitor and evaluate customer calls for quality, accuracy and compliance. Ensure employees follow approved scripts, processes and company policies. Maintain appropriate standards for customer privacy and information handling. Identify recurring customer issues and recommend improvements to processes and procedures. Ensure accurate recording of customer interactions and outcomes. Customer Experience Maintain a strong customer-focused culture within the team. Handle escalated customer complaints professionally and effectively. Identify recurring customer concerns and communicate trends to management. Work with other departments to improve customer experience and service delivery. Support initiatives designed to improve customer satisfaction, retention and loyalty. Required Skills & Experience Minimum 2 years' experience in sales, customer service or contact centre operations . Previous experience supervising, coaching or leading a customer service or sales team. Experience in an ISP, telecommunications, utilities or similar customer-facing environment is preferred. Strong inbound and outbound calling experience. Demonstrated ability to achieve sales and customer service KPIs. Strong communication and interpersonal skills. Ability to coach and motivate employees. Strong problem-solving and conflict-resolution skills. Ability to analyse team performance data and identify areas for improvement. Strong computer and CRM skills. Ability to work under pressure in a target-driven contact centre environment. Excellent written and spoken English. Pay: $30.00 – $35.00 per hour Work Location: In person
Наблюдалась 2026-09-15, впервые 2026-08-19, источник — Indeed.