Roles: You’ll supervise the daily operations of a customer information services team, ensuring excellent customer experience through call monitoring, quality coaching, and performance management. You’ll oversee inbound calls, emails, chats, and other customer interactions while leading team members to meet departmental goals and service standards.
What You’ll Do:
Customer Service Leadership
Handle and prioritise escalated customer inquiries, working with team members to resolve issues and provide constructive feedback. Monitor customer interactions across phone, email, chat, and social media to ensure consistency with departmental quality standards. Listen to and score calls, along with reviewing written communications, to maintain service quality. Provide call coaching and performance feedback to team members regularly.
Team Management
Recruit, hire, train, and schedule team members. Manage attendance, sick leave, and time-off requests. Oversee staffing coverage based on call volume and work queue needs. Support team members with troubleshooting questions and provide guidance on customer referrals and service information. Assist in conducting team meetings and training sessions for new initiatives and processes. Take incoming customer calls when needed to help reduce wait times.
Operations and Data
Monitor call system performance, service levels, and queue activity to ensure smooth operations. Create, analyse, and distribute operational reports, dashboards, and data summaries. Identify workflow improvements and opportunities to standardise processes. Document procedures and specifications for standard reports and operational processes. Coordinate with other departments to troubleshoot system issues and support technology updates. Ensure all departmental resources, information, and materials remain accurate and current.
Process Improvement
Identify workflow challenges and recommend improvements. Work with technical teams to develop and test software enhancements. Provide feedback on customer needs and suggest new service offerings when appropriate. Train team members on software releases and technology updates. Document and follow up on any system issues that arise.
Hours and Schedule: Full time, Monday–Friday, 8 AM–6 PM (8-hour shifts).
Rate: Competitive entry-level pay, details shared upon application.
Contract length: Ongoing full-time position.
Skills/background needed:
Bachelor’s degree (or equivalent work experience in a related field).
Experience working in a customer service or call centre environment.
Experience with quality assurance, process improvement, or team coordination.
Comfort with Microsoft Office tools (Word, Excel) and basic spreadsheet functions.
Experience with call centre software or similar phone systems (full training will be provided).
Strong multitasking skills and the ability to troubleshoot issues in a fast-paced environment.
Excellent interpersonal and customer service skills.
Ability to make independent decisions and manage multiple priorities.
Location: Fully remote – work from anywhere.
We welcome applicants of all backgrounds and are committed to creating an inclusive workplace.
Ready to get started? Submit your application below.