Supporter Experience Centre Team Leader

With 75 years of experience, our focus is on helping the most vulnerable children overcome poverty and experience fullness of life. We help children of all backgrounds, even in the most dangerous places, inspired by our Christian faith.

Come join our 33,000+ staff working in nearly 100 countries and share the joy of transforming vulnerable children’s life stories!

Key Responsibilities :

Contact Centre Team Leader works very closely with direct reports providing direction through focus sessions and ongoing support through one-on-one coaching. As a Team Leader within the contact centre, there is a focus on the development of staff through coaching and performance management to create a positive work environmentwhilstinspiringtheteamto achieveallKPIsandprovidingallSupporterswithanexceptionalexperience.PerformanceismonitoredthroughconductingQA calls ona regular daily basis as well as having a real-time focuson reviewing available data to ensure issues are addressed and KPIs are met. This roleworksclosely with the Contact Centre Manager and other team leaders to identify trends, opportunities and learnings that will enhance the supporter experience as well as maximise opportunities to increase revenue and service levels. This role is actively involved in people resourcing through recruitment, onboarding, and training activities in collaboration with support teams.

Key Responsibilities

• ImplementChannelPlanatthelocallevelto deliver on sales, service, retention, and fulfilment targets.
• Manageperformanceacrossanoptimised and scalable workforce that is engaged & motivated for high performance.
• Supportoperationalactivityrequirements.

Qualifications