EMPLOYMENT OPPORTUNITIES Salvos Stores is the retail arm of The Salvation Army Australia and operates over 320 retail stores nationwide. Salvos Stores operates as a fully functioning retail business, recycling preloved goods and relying heavily on the generosity of the public. Salvos Stores has an exciting opportunity for you to join our team as the Call Centre Team Leader, located in Sydney and Melbourne, reporting directly to the Call Centre Manager – Salvos Stores. This is a wonderful opportunity to manage the day to day operation of the call centre team and ensure an outstanding customer service experience is provided to all in-bound and out-bound calls to and from Salvos Stores. The Role Your role as Call Centre Team Leader will include but not be limited to the following:  Manage the day-to-day operation of the call centre team, this includes monitoring call quality, offering ad-hoc advice to team members and trouble shoot any difficult callsProactively support the team in resolving customer issues and escalate when requiredManage the day-to-day performance of the call centre team to ensure the team is meeting the agreed performance and customer service KPIsIdentify and understand areas of underperformance and devise strategies on how it can be addressedProvide timely and up-to-date training to all team members so they can proficiently undertake all aspects of their roleCultivate strong relationships with internal stakeholders such as members of the Operations team, members of the Retail team and Support Office employeesMaintain established systems and guidelines including site inspections, consultation requirements, evacuation drills and record keepingFoster a workforce who is conscious of how they can contribute to community engagement and empower the workforce to actively pursue those initiatives You As the successful applicant you will have the following: Tertiary qualification in Business, or a related equivalentStrong track record working in a Team Leader role in a call centre environmentAbility to problem solve and trouble shoot problems and issues on the flyExcellent communication skills with an ability to bring out the best in peopleA good understanding of call centre processes and able to provide insightful input on how to make things betterMust maintain a current and valid police check  As someone known for your integrity, you will relate to The Salvation Army Values and mission. Working for Salvos Stores is a rewarding experience, which goes beyond a normal job and allows you to give something back to the community. Applicants will be required to consent to a Police Check and medical check. To apply for this position please submit your application online via Salvos Stores Employment Opportunities webpage careers.salvosstores.com.au Applications close 6 September 2019 80000 AUD Australia - VIC Melbourne - All locations Noble Park 3174

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