Centralised Admin Team Leader - Full Time - Rochedale

Centralised Admin Team Leader – Full Time – Rochedale

Competitive Salary + Amazing Team Member Discount!

The Centralised Admin Team Leader will oversee a team of onshore and offshore agents, maintaining operational efficiency and alignment with Amart’s business objectives and guidelines. This role is critical in driving performance, enhancing team engagement, and meeting key service metrics.

The Centralisation Team Leader will lead by example, collaborating with store teams, Probe agents, and consistently challenging their team to grow in their skills. They will identify areas for improvement and provide support in the form of training and regular communication.

Measures of Success

• Customer Service Metrics:
• 80% of calls answered within 60 seconds
• Average speed of answer – 120 seconds
• Max call wait – < 10 minutes
• Delivered sales meet or exceed budget
• Team Engagement:
• Positive team feedback and engagement scores (Peakon survey through Probe CX)
• Monthly Yammer posts
• Audit Results:
• 100% pass rate on quality and compliance audits

Position Scope

Performance Management

• Conduct regular 1:1s with agents to provide feedback and support development.
• Oversee agent performance, ensuring alignment with established KPIs.
• Manage succession planning, mentoring, and guidance for senior agents to support career progression.
• Lead and inspire the team to achieve performance goals.
• Monitor and manage resource allocation to optimise team efficiency.

Training & Development

• Oversee training initiatives to enhance agent skills ensure readiness for succession opportunities.
• Conduct quality assessments to ensure high standards are maintained consistently.

Stakeholder Engagement

• Hold regular feedback sessions with store teams to stay updated on business changes and priorities, and support team improvement.
• Collaborate with ROS’ and other relevant stakeholders to ensure alignment on business goals and processes.

Reporting and Escalation

• Provide weekly reporting on key metrics including performance, customer service and sales outcomes.
• Escalate performance and resource issues to Probe CX Operations team.

Strategic Alignment

• Ensure team alignment with delivered sales budgets and business objectives.
• Manage performance reviews, performance management, and strategic planning for business operations.

Change Management & Transition Support

• Guide the team through the transition from legacy platforms to a new cloud-based system, providing clear communication and fostering adaptability.

Deliver ongoing training and support and ensure team maintains high performance and effectively adopts new processes.

Desired Experience

• Proven experience managing and leading both onshore and offshore teams, driving performance and team engagement.
• Strong track record of achieving customer service metrics and maintaining high service standards through quality assessments.
• Hands-on experience with Salesforce Service Cloud, including system transitions and user training (highly desirable).
• Skilled in developing and delivering training programs to enhance team skills and readiness for career progression.
• Demonstrated ability to manage performance, conduct regular one-on-ones, and mentor team members.
• Strong stakeholder engagement skills, collaborating effectively to align team efforts with business goals.
• Experience in resource allocation and workforce optimisation for maximum efficiency.
• Proven success in leading teams through change management, including platform transitions and process improvements.

#J-18808-Ljbffr