team leader for a dayshift Australian accountDelonix Marketing Corporation

We are looking for a forward-thinking Team Leader to manage our exceptionally skilled staff. We need someone zealous enough to take new challenges and turn ideas into successful implementation and results. This is for a fixed dayshift schedule, Saturdays and Sundays off!
 
Responsibilities:
Leads an assigned team to meet performance requirements utilizing various management skills, including 1:1 coaching and mentoring
Provides orientation and support to new staff
Performs quality assessments through service observations and ticket reviews
Serves as liaison between the Head Office and the rest of the team
Monitors/manages daily staffing requirements to include daily work assignment supervision
Manages various report activities to ensure metrics are met
Stays educated on all changing requirements for the CS-Admin tasks
Responsible for assisting in management of day to day operations and overall success of the program
Assists staff with transaction, bills and invoice review to determine the necessity of each request by applying appropriate criteria to state recommended guidelines
Maintains productivity, quality, and other service standards
Participates in on-going training programs to ensure quality performance and compliance with guidelines
Provides optimum customer service
Maintains good productivity, quality, and other KPI’s
Participates in on-going training programs to ensure quality performance and compliance with guidelines
Additional tasks may include (but not limited to):
Answering questions and reviewing tickets via phone, e-mail, or in-person
Conducting tenant or agency follow-up calls
Other tasks as assigned
Qualifications & Requirements:
A minimum of 2 years of experience as a Team Lead, Assistant TL, or SME in the BPO industry
Ability to use PC and widely-used software packages, especially Microsoft Office 365 (Outlook, Excel, PowerPoint, Word, SharePoint, etc.)
Ability to communicate effectively and professionally, both verbal and written
Ability to handle confidential information
Ability to prioritize and perform effectively in a fast-paced environment
Ability to multi-task and take on duties as assigned with a sense of urgency and in a timely manner
Good problem-solving skills
Good people management skills
Variations in work volume and business needs may require extended or flexible working hours
Excellent verbal and written communication skills
Experience with the following is a plus but not required:
Jira Service Desk
MYOB, Quickbooks, XERO or equivalent

5+ Years Experience