Virgin Australia recrute un chef d’équipe des ventes et du développement du service – Brisbane

 

About the role :

Virgin Australia’s Guest Contact Centre (GCC) strives to be a centre of excellence in delivering superior customer service, driving revenue and achieving operational efficiency.  We are currently recruiting for a Sales and Service Development Team Leader to join the GCC and lead, coach, and mentor a team of sales and customer focussed Guest Contact Centre agents.

You will foster and promote a positive team culture while supporting the agents on a day to day basis, ensuring the team are providing excellent service delivery in all customer interactions and are seeking sales opportunities wherever possible.

Other responsibilities will include :

• Interacting with internal and external stakeholders to resolve escalated customer issues ;
• Analysing data and delivery outcomes to meet departmental KPIs around :
  • Revenue Sales ;
  • Average Call Handling ;
  • Quality Service Developer ;
  • Call Service Level ;
  • Customer Satisfaction ;
• Initiating ongoing career development discussions, providing support and assistance to succeed in future roles ;
• Ensuring the team are across and understand any projects or changes being implemented within the GCC .

 

What you’ll need :

• Knowledge of call centre principles would be advantageous ;
• Strong leadership experience – leading, coaching and developing front line team members in a sales and service focused environment ;
• Previous exposure to people development and performance management practices ;
• Experience analysing data and collating information to plan effective coaching sessions ;
• An ability to facilitate learning sessions and training courses ;
• Advanced Microsoft application skills and ability to pick up new systems .

In return, you’ll get the opportunity to continue your career with Virgin Australia! You’ll get the opportunity to coach and mentor a team of agents, helping them succeed in their roles and in their future career endeavours.

 

Interested :

If you pride yourself on your ability to lead and develop front line teams while continually fostering and promoting a positive work culture then this could be the role for you. Please apply below.

For further information, contact Ben Bolt on 07 3175 1858.

GCC Sales and Service Development Team Leader PD