[ref. d74802522] Supporter Experience Centre Team Leader

With 75 years of experience, our focus is on helping the most vulnerable children overcome poverty and experience fullness of life. We help children of all backgrounds, even in the most dangerous places, inspired by our Christian faith.

Come join our 33,000+ staff working in nearly 100 countries and share the joy of transforming vulnerable children’s life stories!

Key Responsibilities:

This role is actively involved in people resourcing through recruitment, onboarding, and training activities in collaboration with support teams.

• Implement Channel Plan at the local level to deliver on sales, service, retention, and fulfilment targets.
• Manage performance across an optimised and scalable workforce that is engaged & motivated for high performance.
• Support operational activity requirements.

• VCE or equivalent
• Contact centre applications & systems, e.g. Quality Assurance, Rostering, Coaching
• A sound understanding of performance management and conflict resolution techniques / skills
• Previous experience in a contact centre leadership role Proven experience in a busy and changing Call Centre / Sales / Customer Service environment
• Use of best practice Sales / Customer Service and quality assurance techniques
• Demonstrated “service excellence” experience, attitude, patience and ability to build rapport with a wide range of people
• Demonstrated ability to apply, and adapt, service concepts, skills and theories in individual interactions with supporters and internal customers Experience with performance Management practices and staff development plan management
• Ability to respond quickly
• Influencing and communication (written & verbal)
• Facilitation
• Problem solving & analysis
• Attention to detail
• Strong computer literacy including Microsoft Office suite; email, calendar

Applicant Types Accepted:

Local Applicants Only