Job Description
Customer Engagement Team Leader - Metricon Homes Qld.
Love Where You Work!!!
Metricon Homes, a leading multi award winning new home builder is committed to recruiting outstanding individuals who share our passion for delivering quality, service and award winning living solutions for Australian families.
Based in our stylish and state of the art Robina Office, this Once in a Lifetime Customer Engagement Team Leader role will see you lead the day to day operations of the team. You will ensure all Customer Engagement Associates are delivering an optimal experience to customers by having highly skilled team members and managing resourcing effectively.
Your role is to motivate, coach and provide training to achieve both team and individual performance metrics, and create a positive working environment.
Reporting to the Customer Engagement Centre Operations Manager, your responsibilities will include: To lead the Customer Engagement Team with the day to day functions of the Customer Engagement CentreMaintain a motivated team, and positive working environment within a highly supportive team culture
Perform coaching to develop team members' performance, offering feedback, and demonstrating the desired skills and expected work ethic
Working with the Customer Engagement Centre Operations Manager to deliver performance reviews for all staff
Ensure that the Customer Engagement team are comprehensively trained and adhering to Metricon’s policies, processes, and procedures to deliver exceptional customer service
Provide on-going quality assurance of all communication to ensure excellent and accurate service is provided Manage the roster and ensure sufficient resources are available to service customers effectively, ensuring coverage is provided during scheduled breaks and/or periods of leave
Assist with the recruitment and onboarding of new staff into the Customer Engagement CentreSupport all Engagement Centre staff by assisting in customer service duties which include phone, online and email based enquires
Develop and nurture relationships with key stakeholders to work collaboratively, offer support and achieve organisational goals
Implement strategies which result in team and individual KPI success
Innovation / Quality / Continuous ImprovementBe willing to partake in any and all trials that are conducted with Metricon stakeholders; and
Attend all relevant promotion and marketing launches surrounding all products.
Metricon will offer you: Supportive, best-practice and high-functioning workplace culture - where high-calibre work is recognised and rewarded
Competitive salary and salary package opportunities
Generous housing discounts on our award winning homes; and
Advance your professional growth with Metricon - the HIA's Number One Australian Home Builder and Australia's Most Trusted Choice.
The successful candidate will have: Proven team leadership skills - ability to motivate, coach, train and develop a team Drive a customer centric culture
Ensure excellent verbal and written communication skills
Well developed problem solving and analytical skills
Ability to build relationships with key stakeholders across the business
Ability to multi-task, prioritise, and manage time effectively
Role modelling Metricon values and strong leadership attributes; and
Experience working with a CRM system and call centre dialer technology is desirable.
How to apply:
If you feel you have the necessary experience and drive to meet the challenges of this position, and can demonstrate how you meet the skills and attributes, please apply with your Cover Letter and Resume now.
Monday to Friday
This role requires a national police check to be undertaken by the successful applicant
Love Where You Work!!!
Metricon Homes, a leading multi award winning new home builder is committed to recruiting outstanding individuals who share our passion for delivering quality, service and award winning living solutions for Australian families.
Based in our stylish and state of the art Robina Office, this Once in a Lifetime Customer Engagement Team Leader role will see you lead the day to day operations of the team. You will ensure all Customer Engagement Associates are delivering an optimal experience to customers by having highly skilled team members and managing resourcing effectively.
Your role is to motivate, coach and provide training to achieve both team and individual performance metrics, and create a positive working environment.
Reporting to the Customer Engagement Centre Operations Manager, your responsibilities will include: To lead the Customer Engagement Team with the day to day functions of the Customer Engagement CentreMaintain a motivated team, and positive working environment within a highly supportive team culture
Perform coaching to develop team members' performance, offering feedback, and demonstrating the desired skills and expected work ethic
Working with the Customer Engagement Centre Operations Manager to deliver performance reviews for all staff
Ensure that the Customer Engagement team are comprehensively trained and adhering to Metricon’s policies, processes, and procedures to deliver exceptional customer service
Provide on-going quality assurance of all communication to ensure excellent and accurate service is provided Manage the roster and ensure sufficient resources are available to service customers effectively, ensuring coverage is provided during scheduled breaks and/or periods of leave
Assist with the recruitment and onboarding of new staff into the Customer Engagement CentreSupport all Engagement Centre staff by assisting in customer service duties which include phone, online and email based enquires
Develop and nurture relationships with key stakeholders to work collaboratively, offer support and achieve organisational goals
Implement strategies which result in team and individual KPI success
Innovation / Quality / Continuous ImprovementBe willing to partake in any and all trials that are conducted with Metricon stakeholders; and
Attend all relevant promotion and marketing launches surrounding all products.
Metricon will offer you: Supportive, best-practice and high-functioning workplace culture - where high-calibre work is recognised and rewarded
Competitive salary and salary package opportunities
Generous housing discounts on our award winning homes; and
Advance your professional growth with Metricon - the HIA's Number One Australian Home Builder and Australia's Most Trusted Choice.
The successful candidate will have: Proven team leadership skills - ability to motivate, coach, train and develop a team Drive a customer centric culture
Ensure excellent verbal and written communication skills
Well developed problem solving and analytical skills
Ability to build relationships with key stakeholders across the business
Ability to multi-task, prioritise, and manage time effectively
Role modelling Metricon values and strong leadership attributes; and
Experience working with a CRM system and call centre dialer technology is desirable.
How to apply:
If you feel you have the necessary experience and drive to meet the challenges of this position, and can demonstrate how you meet the skills and attributes, please apply with your Cover Letter and Resume now.
Monday to Friday
This role requires a national police check to be undertaken by the successful applicant
💡 Quick Summary
Seeking a career-building opportunity? The Customer Engagement Team Leader position is now open for candidates interested in the International Call Center Jobs sector. This role in Brisbane offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in International Call Center Jobs is a plus.