A Contact Centre Team Leader in Operations (ATO contractors arm) is responsible for supervising customer service agents who handle taxpayer inquiries, payment concerns, and government-related support services. The Team Leader ensures that employees follow company policies, ATO procedures, privacy laws, and customer service standards while maintaining good team performance.
Job Description
The duties of a Contact Centre Team Leader may include:
Supervising and supporting customer service representatives during daily operations
Monitoring calls, emails, and chats to ensure quality service
Coaching employees and helping improve their communication skills
Assisting agents with difficult or escalated customer concerns
Tracking team performance such as attendance, productivity, and customer satisfaction
Preparing reports for management about team progress and targets
Conducting team meetings, briefings, and performance reviews
Helping train new employees about systems, scripts, and compliance procedures
Making sure the team follows strict confidentiality and government regulations
This role is good for people who have leadership skills, patience, problem-solving abilities, and experience in customer service or call center environments.
Pay: From $5,500.00 per month
Benefits:
Work Location: In person
