• Full Time

Start your career with The Salvation Army today!

We are looking for compassionate people who share our mission and values, if you have the passion and drive to commit yourself to a challenging and rewarding role; we invite you to review our current vacancies.

About us

The Salvation Army is one of Australia’s largest and most-loved charities, helping thousands of Australians every year find hope in the midst of all kinds of personal hardship. The Salvation Army offers the opportunity to use your professional skills and expertise to make a real difference in the lives of people who need help most.

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 Minchinbury - NSW, 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 calls
• Proactively support the team in resolving customer issues and escalate when required
• Manage the day-to-day performance of the call centre team to ensure the team is meeting the agreed performance and customer service KPIs
• Identify and understand areas of underperformance and devise strategies on how it can be addressed
• Provide timely and up-to-date training to all team members so they can proficiently undertake all aspects of their role
• Cultivate strong relationships with internal stakeholders such as members of the Operations team, members of the Retail team and Support Office employees
• Maintain established systems and guidelines including site inspections, consultation requirements, evacuation drills and record keeping
• Foster 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 equivalent
• Strong track record working in a Team Leader role in a call centre environment
• Ability to problem solve and trouble shoot problems and issues on the fly
• Excellent communication skills with an ability to bring out the best in people
• A good understanding of call centre processes and able to provide insightful input on how to make things better
• Must 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.