Rheem Australia, an iconic Australian brand and the market leaders in gas, electric and solar domestic and commercial water heating, are committed to delivering product excellence and providing challenging opportunities for our people.
An opportunity has become available for an experienced Team Leader for the National Customer Service based in Rydalmere Service Contact Centre. This role is to cover a 12 month Maternity Leave contract. The role is responsible for providing leadership and support to a multi-faceted Administration Team who undertake key roles to support the Contact Centre operation.
In addition to providing leadership to the Team, the main focus of this role is to support a variety of initiatives designed to enhance the overall customer experience, by collaborating with key-stakeholders in the business, to support the implementation of process improvement projects. This will incorporate training needs analysis for the contact centre and creating documented processes and training reference materials, to support the learning and development requirements of the Customer Service Team.
This role will actively support initiatives leveraging technology, to automate manual process and drive efficiencies in the business. A high degree of flexibility with the ability to operate in a dynamic and changing environment is required, with a positive attitude towards change and recognition that it is continuous.
The ideal candidate will have:
Previous Team Leader experience
A minimum of 3 years Contact Centre management experience, ideally gained within a large customer service call centre in a service or other consumer focused industry
Experience in creating standard operating procedures and developing and delivering workplace training programs
Statistical analysis and business process re-engineering skills, with an ability to re-engineer processes to deliver team, customer and company benefits
Experience in the implementation of major change and IT related programs
Creative and lateral thinking
Excellent oral and written communication skills
Strong motivational skills
Well developed negotiating and problem solving skills
You will be a strong communicator and lead by example, have a high degree of flexibility with the ability to operate in a dynamic and changing environment. You will have a positive attitude towards change, be task and goal orientated, have high energy levels with a sense of urgency.
Previous SAP experience would be highly advantageous