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Team Leaders Full-time Job

2023-06-04 20:18   Accounting   Suva   371 views Reference: 3173
Job Details
Role: Team Leader (Multiple Positions – Inbound and Outbound) 

Location: Kalabu, Valelevu, Suva, Fiji.

Remuneration: Attractive Salary package commensurate with experience and qualification.

The Company

Based in Fiji and part of the TKW Research Group – CDM Direct is a leader in providing outsourced customer service solutions with call centers based in Suva, Auckland and Melbourne. Our clients includes some of the world’s biggest car brands, Australia’s largest banks and the Australian Government – visit our website www.cdmdirect.com.au to learn more.

What's in it for you?

Our company operates in a fast-paced and growing industry, providing plenty of opportunities for career growth and advancement.
Our team is made up of smart, supportive, and motivated individuals who work together to achieve our goals. We value diversity and encourage collaboration and open communication.
We offer a competitive salary, benefits package, and the potential for bonuses based on performance.
We are committed to helping our employees grow and develop in their careers. We provide opportunities for training, mentorship, and career advancement within the company

The Role

You will be responsible for managing a team of customer service representatives, ensuring they meet performance targets and provide excellent service to customers. You will oversee the day-to-day operations of the team, coaching and training team members to improve their skills and knowledge. You will monitor team performance, handle escalated customer issues, and communicate with other departments to identify and resolve issues. You will also play a key role in driving process improvement initiatives and ensuring the team operates efficiently and effectively.

You working day will comprise of the following,

• Managing a team of contact center agents who perform Inbound and Outbound duties.
• Create an inspiring and motivating work environment to build a committed team with a strong customer-focused mindset.
• Evaluate adherence to define ways of working to support the team.
• Identify performance improvement areas in processes and behaviors.
• Improve the performance of each individual employee to meet organization’s goals and complete a range of administration and management tasks.
• Lead, coach and follow up individual development to empower team members through knowledge and trust
• Product and systems expert with ability to take escalations.
• Run reports, attend meetings, and manage team rosters and leave. 
• Adhering to all company policies and procedures.

Team Leader Requirements:

• Minimum five (5) years of experience in a BPO organization managing customer profiles, and complaints and providing resolution is essential.
• Minimum three (3) years’ experience leading and/or influencing co-workers.
• Strong analytical skills with experience of analyzing and logically reasoning data.
• Broad knowledge of the Contact Centre business and the omnichannel customer meeting point
• Strong communication and time management skills.
• Deep understanding of the leadership style needed to balance different needs among co-workers.
• Must have excellent attendance and adherence records.
• Must have good organizational skills, ability to delegate tasks responsibly.
• Flexible to work various shifts.
• Motivated to work in a result driven environment with a high level of data/computer proficiency.


Come join our dynamic company where you'll be challenged to grow and innovate, supported by a talented team and a culture of collaboration. If this sounds like the right role for you and you meet the above criteria, please send in your covering letter and resume, marked as “Team Leader”, to admin@tkw.net.au

Applications close June 18 2023


Other Professional
Company Description
Weve built a reputation by consistently delivering data collection and recruitment services on budget, on time, and on spec. TKW Research Group is Australias most trusted research data collection and recruitment organisation. We use the latest technology to collect high quality, in depth data for market research and stakeholder consultation. This gives our research partners the most efficient, engaging and responsible access to respondents. Our model of outsourced data collection is consistently the most cost-effective option for many of Australias leading research providers, and this is one of the many reasons were the first choice for a number of the top research organisations in Australia, as well as a growing list of international clients looking to reach the A/NZ market. Our clients choose to work with us because we offer innovative market research and data collection solutions, backed by a dedication to high quality service and support.
Since 1997, weve been developing survey methodologies that allow clients to benefit from our experience on previous projects. With the current level of national and international work, covering a broad range of sectors, we are adding to the knowledge of what works all the time.We work with out clients to ensure they can take advantage of our vast experience, taking time to understand the subtleties of a study and drawing upon our experience to suggest the best way to capture the data that our clients require