Team Leader Contact Centre

• Exciting opportunity for a leadership role in a premium contact centre
• Enjoy the challenge of reimagining the customer experience in a fast-paced, operational environment
• Full-time position, working a rotating shift roster in a hybrid working environment

The Auckland Premium Contact Centre cares for the travel needs of more than 36 million passengers each year, assisting our customers and embodying the Spirit of Australia each and every day. As a team, we come together like no other, ensuring each other feel supported, included, and valued.

The Contact Centre Team Leader is responsible for leading and developing our frontline teams and engaging appropriate strategies to ensure a skilled and capable workforce. As a role model for Contact Centre Consultants, you will act as a mentor and coach for 10 - 15 direct reports to drive Team engagement, KPi’s, performance, attendance, capability, and competency.

You’ll have –

• Proven supervisory and team leadership experience
• Ability to adapt to change, think quickly and work effectively under pressure
• Excellent written and oral communication skills
• Proven ability to multitask and highly effective time management skills
• Ability to consolidate and apply learnings quickly
• Strong interpersonal and rapport building skills
• Literacy with Contact Centre operations and metrics
• Leadership experience within a travel related industry desired but not essential  
• Proficiency with MS Office, SalesForce (or similar CRM) and Airlines Reservation systems    
• Ability to work on a rotating shift roster covering a 24/7 operation

Why Qantas? 

From born explorers to gifted engineers and those who like keeping people connected, you can find spirit in everyone who works at Qantas, and it's time to bring yours to ours. If you choose to hop on board, you'll join a team of over 26,000 across the globe, where creativity, diversity, and innovation are encouraged. Bring your spirit to ours and help your future take flight.

The Qantas employee benefits program offers amazing benefits that extend well beyond travel. 

• Travel: We love to travel and you probably do too. From day one in the role, our employees enjoy heavily discounted Qantas and Jetstar flights including space available upgrades to premium cabins.
• Leave: Take a well-deserved break with 4 weeks annual leave and an extra week for working shifts, plus an additional week per annum after 5 years continuous service.
• Holidays and Hotels: Experience a 20% discount on our already fantastic hotel and flight bundles. Additionally, Qantas and Jetstar hotel reservations are available to employees at a 20% reduced rate.
• KiwiSaver: We offer up to 4% employer contribution on KiwiSaver
• Professional Development: We want you to feel empowered in your career journey, with the right training tools to support you. Academy Q is our very own personal and professional development hub that gives you access to a library of self-directed online courses. You'll also be supported from day 1 with on-the-job training and coaching, as well as formal training opportunities.
• Health & Wellbeing: We take the health and well-being of our employees seriously, and we're proud to offer discounted health insurance, free flu vaccination, heart and skin checks, regular well-being webinars and a comprehensive employee assistance program to support you in all aspects of your life.

Qantas is an equal opportunity employer committed to providing a working environment that embraces and values diversity and inclusion. If you have any support or access requirements, we encourage you to advise us at time of application.

If you’re up for achieving the impossible, register your interest and we’ll be in touch.

Please note: applications will only be considered for candidates who have the right to work in New Zealand without restriction or sponsorship.

Applications close: 11:59pm (AEDT) on Monday, 10th November.