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Contact Centre Team Leader

Call Center | Melbourne, Australia | Full Time

Job Description

Do you want to make a difference in the lives of international students? Well then this might be the role for you, as the Contact Centre Team Leader you will be responsible for leading and inspiring your team to provide exceptional customer service to our customers, ultimately resulting in a life changing decision – and you can be part of that.

Our contact centre is the first point of contact for any international student who is looking to study within Australia or abroad, this team is positioned to support our customers and connect them to the right person within our Student Placement teams, to ensure that they receive a tailored and responsive experience with us. You’re engaging and motivating leadership style will be imperative to the success of our contact centre.

IDP Education’s ongoing success comes from our highly committed and caring employees around the globe.  We encourage teamwork in order to leverage our people's diverse talents and expertise through effective collaboration and cooperation throughout our business.

We believe in developing dynamic, inclusive work places that encourage and celebrate cultural differences and views, and provide opportunities for personal, professional and career development all around the world.  We respect diversity in our people: their ideas, work styles and perspectives as well as offering flexibility to ensure employees enjoy a satisfying balance of work and personal life.

 

We need you to

  • Manage and motivate a growing team
  • Lead, coach and develop your team to ensure that targets are met with the motivation to exceed expectations
  • Maintain and enhance Standard Operating Procedures (SOP) to ensure efficiency across call centre support operations
  • Handle escalated customer issues

 

You will have:

  • 12 months experience in leading or supervising a diverse team of agents. Remote management experience would be desirable
  • Strong understanding of the key contact centre metrics, technologies and processes
  • Strong verbal and written communication skills is essential
  • Ability to handle sensitive information
  • Problem solving, analytical and decision making skills
  • An ability to service and work with people from different cultural backgrounds
  • Experience in a sales environment is desirable
  • A focus on continuous improvement

 

If this sounds like an opportunity that suits you, please express your interest by submitting your CV. We look forward to receiving your application.

WORKING AT IDP

IDP Education’s ongoing success comes from our highly committed and caring employees around the globe.  We encourage teamwork in order to leverage our people's diverse talents and expertise through effective collaboration and cooperation throughout our business.
We strive to provide a working environment where people are encouraged to excel, be creative and seek new ways to solve problems, take initiative, generate opportunities and be accountable for their actions.

We believe in developing dynamic, inclusive work places that encourage and celebrate cultural differences and views, and provide opportunities for personal, professional and career development all around the world.  We respect diversity in our people: their ideas, work styles and perspectives as well as offering flexibility to ensure employees enjoy a satisfying balance of work and personal life.