Internal | Team Leader – Customer Service

Are you ready to take the next step in your career and lead a high-performing customer service team?

We are looking for a motivated and experienced Team Leader to join our Operations team. This is an exciting opportunity for an internal employee who is ready to take on greater responsibility, develop people and contribute to operational excellence.

• Lead, motivate and support a team of Customer Service Consultants.
• Drive team performance against agreed KPIs, SLAs and operational targets
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• Monitor individual and team performance and identify areas for improvement.
• Conduct regular coaching, feedback and performance discussions.
• Develop and implement action plans to address performance gaps.
• Ensure team members consistently adhere to company policies, procedures and quality standards.
• Monitor and manage attendance, punctuality and adherence
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• Support agents with escalated customer queries and ensure appropriate resolution.
• Analyse team performance and identify trends, risks and opportunities.
• Work closely with Operations, Quality, Training and other support functions.
• Maintain accurate records and complete required administrative and reporting activities.
• Promote a positive, accountable and customer-focused team environment.
• Support the achievement of overall business and client objectives.

• Previous Team Leader/Supervisory experience within a customer service or contact centre environment.
• Proven experience in leading, coaching and developing a team.
• Good understanding of contact centre KPIs, SLAs and performance management
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• Strong communication and interpersonal skills.
• Employed with iContact for 6 months plus.
• Excellent problem-solving and decision-making abilities.
• Strong organisational and administrative skills.
• Ability to work effectively under pressure in a fast-paced environment.
• Customer-focused approach with a commitment to service excellence.
• Ability to manage conflict and difficult conversations professionally.
• Clean disciplinary record with no active warnings.
• Consistent attendance and adherence record.

This opportunity is open to internal employees who meet the requirements of the role
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Applicants should demonstrate:

• Strong and consistent performance in their current role
• Leadership potential and the ability to influence others positively
• A strong commitment to customer service and operational excellence
• Good attendance and adherence
• No active disciplinary warnings
• The ability to take accountability and support team performance