Job Description At Probe Group, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific, Asia, North America and South Africa, we’re no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than the day before, and our exponential growth is living proof that we have stayed true to this ethos. At Probe, expect to think differently, challenge the norm and find your purpose. About the Role The Team Leader is expected to tactically manage the performance of their assigned team and apply strategic processes to improve their own team and contribute to the ongoing improvement of the contact centre. The primary function of the Team Leader is to manage, coach, develop and motivate their team. Key Details: Commencing ASAPContracted until 02/08/2021 with possibility of extension Full availability required to be rostered between 8am - 11pm Monday to Friday (rotating roster) Located at our LaTrobe St head office (currently WFH but this may change to the CBD office location based on government advice) Australian Citizenship is required for this role and the successful candidate will be required to undergo a National Police Check and Baseline Security Check Key Tasks and Responsibilities: Positively motivate and coach your team to both improve & sustain team performance to deliver and exceed assigned key performance indicators (KPIs) Perform Quality Assurance assessments and provide feedback Conduct regular effective coaching sessions, one on ones and team meetings Maintain and develop relevant knowledge of campaign products & systems Ensure clear, constructive and timely communication with key stakeholders Implement and support cultural activities and reward and recognition programs Other tasks as requested by managementKey Skills and Experience Required: Previous leadership experience in a Contact Centre Environment Ability to motivate, coach and lead a team High-level problem solving and conflict resolution skills Effectively able to handle escalated customers Excellent oral and written communication skills, with well-developed computer skills Ability to build relationships & work collaboratively with clients and organisational peers Ability to work autonomously, employ initiative to find solutions, prioritise and exercise discretion Ability to build rapport quickly and effectively Maintains service quality under time pressures High-level attention to detail and Time Management skillsWe’re looking for passionate people to join the Probe family. Our promise to you. There is no rule that says that work can’t be fun. We promise that every day will be different and that fun will be had. We promise you an opportunity to grab a job and stay for a career. We promise you rewards for a job well done and an inclusive culture. We’re committed to continuously improving and maintaining our diverse and inclusive workforce. We believe in having a PURPOSE. Investing in our PEOPLE, and being PASSIONATE about what we do
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