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 developing highly skilled team members and managing resourcing effectively.
This is a hands on leadership role suited to someone with proven experience leading teams in a contact centre or customer engagement environment, with accountability for real time performance, service levels, and customer outcomes.
Reporting to the Customer Engagement Centre Operations Manager, your responsibilities will include:
Leading the day to day operations of the Customer Engagement Centre, ensuring service levels, quality standards, and team performance targets are consistently met. You will coach, develop, and motivate a team of Customer Engagement Associates while managing resourcing, quality assurance, and operational delivery across phone, and email.This role requires demonstrated experience in a contact centre setting, including managing KPIs, queues, rosters, and operational priorities in a fast paced environment.
Metricon will offer you:
Supportive, best-practice and high-functioning workplace culture - where high-calibre work is recognised and rewardedCompetitive salary and salary package opportunitiesGenerous housing discounts on our award winning homes; andAdvance 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 experience leading teams in a contact centre or customer engagement environment (essential)Strong understanding of contact centre KPIs such as service levels, ASA, quality, and productivityDemonstrated ability to coach, motivate, and develop high performing teamsExperience managing rosters, performance, and real time operational challengesA customer first mindset with strong problem solving skillsExcellent verbal and written communication skillsProven ability to balance operational delivery with people leadershipExperience using contact centre technology, including CRM systems, call recording, and reporting toolsAbility to role model professional behaviours and Metricon values
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