Job Title: Call Center Team Leader

Location: Adelaide
Company: BGIS
Department: Operations Centre

About the Role:
BGIS is seeking an experienced and motivated Call Center Team Leader to oversee the daily operations of our Operations Centre. In this critical role, you will manage workflow to ensure that client calls are answered promptly, inquiries are addressed effectively, and KPIs are met. Your leadership will drive excellence in client satisfaction and ensure that projects are executed with precision. If you're passionate about leading a dynamic team and delivering outstanding customer service, we want to hear from you!

Key Responsibilities:
Manage the resolution of client requests related to property concerns, building faults, and general inquiries.
Serve as the first point of contact for escalations and account inquiries regarding managed contracts.
Ensure the delivery of client KPIs, focusing on responsiveness and client satisfaction.
Communicate any contract changes to the team and ensure the effective implementation of new processes.
Oversee day-to-day Operations Centre activities, including workflow management, staffing levels, and client inquiries.
Provide leadership and mentorship to the team, fostering a positive and collaborative working environment.
Implement new innovations and manage projects in collaboration with the Operations Centre Manager and leadership team.
 

Qualifications & Experience:

Strong communication skills, both verbal and written, with the ability to drive results professionally.
Excellent listening skills and attention to detail.
Proficient in Microsoft Office products and able to quickly learn and adapt to new systems and software.
Solid understanding of customer service principles.
Minimum of three years of relevant call center experience.
High School Certificate or equivalent.
Certificate IV or higher in Customer Service or a related field.

Why BGIS?
At BGIS, we believe in fostering an environment where every team member can thrive. We offer a supportive, collaborative atmosphere that encourages growth and innovation. If you're looking for a role where you can make a real impact, join us and help us deliver exceptional service to our clients.

Apply Today!
If you’re ready to lead a team and elevate customer service standards, we encourage you to apply. BGIS is committed to creating a diverse and inclusive workplace where everyone can thrive