Contact Centre Coordinator
Job Coach
Gold Coast, AU
21h ago
source : Engineering Jobs

Contact Centre Coordinator

About NORTEC

NORTEC is a for-purpose organisation that exists to deliver services to our community. Our delivery of community programs, employment services, and small business support is centered around our organisational purpose, which is to provide support and service that enables disadvantaged and / or unemployed people in our community to secure and sustain meaningful employment.

We achieve success through our performance-based culture that delivers what we promise and is built on our single value of Integrity which is at the core of everything we do.

NORTEC has a clear purpose. Our team are capable and determined to retain the trust of our stakeholders by adhering to this value.

About the Opportunity

As the Contact Centre Coordinator, your role will be to support and lead the Contact Centre team to provide an efficient and customer centric service to job seekers, employers, colleagues and other customers and stakeholders.

You will achieve this by :

  • Coaching, developing and mentoring of existing and new team members
  • Collaborating with internal colleagues to execute strategies
  • Manage staffing levels through approved budgets to reflect work volumes
  • Implementing engagement processes, ensuring alignment, education, efficiency and compliance
  • Proactively seeking opportunities in the development, implementation and ongoing maintenance of strong customer service modes as well as approaches to support external and internal customers
  • Developing and maintain call scripts ensuring compliance with contracts
  • You will be rewarded with a competitive remuneration with an option of salary sacrifice. This is a great opportunity for an experienced Team Leader / Manager to join an organisation with origins dating back to 1979 that is dedicated and committed to the delivery of our organisational purpose.

    Required Skills, Experience and Qualifications

    To be successful in this role and achieve yours and the team goals, you will bring to the role :

  • Comprehensive knowledge and understanding of Contact Centre requirements from a supervisory / management background.
  • Solid experience of people management including influencing, motivating, coaching, training, performance managing and rostering.
  • Strong documented business acumen combined with interpreting analytical insight for action.
  • Proven track record identifying business opportunities and potential productivity increases within Customer driven industry.
  • Demonstrate adaptable interpersonal and communication skills (verbal and written) with an ability to influence, motivate and to build relationships with candidates and stakeholders.
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