Team Leader Customer Service at Openpay

Full-Time, Customer Service, Melbourne, AU melbourne support full-time
Posted 7 days ago

As a global fintech company, Openpay are defining the next generation of payments. We believe people and businesses should have freedom and flexibility in how they pay with no hidden catches.

Openpay (ASX: OPY) is an omni-channel payment solution that provides customers with flexible, interest-free payment plans, in-store, online and through the Openpay App. Available in Australia, New Zealand, and the UK with our launch into the US. Currently underway!

In doing so we’re changing the way people pay, for the better, and we’d love you to join us in our mission. As an established Australian business, we’re continuing to supercharge our growth by turning the world Amber. That’s right, “Aussie Amber” (our Marketing Team nailed that one!) This Amberfication is led by in-store, mobile app and on-line payments.

About the opportunity:

As Team Leader, you will lead, motivate, develop, and coach a team of 16-18 contact centre consultants to improve team performance and contribute to the achievement of customer service outcomes. We are seeking individuals who can empower the team to be self-managing, identify customer pain points, look for productivity opportunities and help to remove blockers for the team to resolve them. As team leader you will also be working very closely with internal stakeholders outside the customer service team such as sales/growth, credit risk and the product team forging close relationships and working collaboratively to improve processes and systems.

As a Team Leader, you will be vital in leading and inspiring your team to learn, develop and continually grow to deliver the best outcomes for our clients.

Reporting to the Contact Centre Manager, your role will be based in a busy, yet supportive inbound contact centre where you will be responsible for the day-to-day operations of your team to ensure they deliver the desired customer service and meet business objective.

What you’ll be responsible for:

  • Build, lead, and drive performance of your team members to ensure end-customers and merchants have an excellent service experience.
  • Delivering high quality contact centre services for multiple consumers and merchants across the region by motivating and coaching your team
  • Ensure your team understand Openpay products services, work processes and key performance metrics.
  • Manage day-to-day line activities, prioritize, and make risk and impact assessments within existing processes.
  • Manage rosters and absenteeism in conjunction with workforce planning system and Call Centre Manager
  • Work with the management team to identify and deliver positive change and business efficiencies.
  • Conduct quality call reviews per staff member and provide training, guidance and feedback where required to ensure agents are providing excellent customer service and patient care.
  • Advocate for customers at every step of the way to provide data-driven actionable insights for management.
  • Brand ambassador across various social media platforms (Facebook, Twitter, Instagram, Trustpilot, Product Review and more)
  • Working and managing the relationship with various social media platforms and defining reports on key customer trends
  • Driving new initiatives to support and improve the service delivered to our customers.

The Team you’ll be joining

We believe every new team member has an opportunity to add to our culture – we’re a vibrant team of Podcasters, Ultra-Marathoners, Weightlifters, Chess Players, Students and more, so we’re looking for people who want to be part of a diverse and ever changing team.

As we grow, we change, so you’ll be flexible, willing to evolve as our systems and processes do. Always tenacious, you’ll relentlessly pursue opportunities and will be quick to bounce back if you encounter a setback. Most importantly, you’ll be kind - our team appreciate and support each other (particularly this year) so you’ll want to be part of that team spirit.

What you’ll need to have:

  • 5+ years’ experience at contact call centre supervisory, team lead or management level
  • 5+ years’ experience of leading front-line teams to meet operational goals.
  • Ability to deal with escalated or demanding customers with extensive experience in complaints management and escalations.
  • Ability and extensive experience to lead, coach and drive your agents to become a high performing team.
  • Background in contact centre management software (WorkForce Planning Management/Call Recording/Quality Management in particular strong experience with the use of Zendesk and Nice-in-Contact would be preferred)
  • Previous high-volume call centre experience handling complex enquiries (inbound desirable)
  • Advanced presentation skills (Power Point) translating data into stories and insights.
  • Development and design of operational and senior management reports and in particular experience with using Power BI would be preferred.
  • Experience in identifying and analysing customer and merchant data and touchpoints to understand cause and effects.
  • Ability to turn data and insights into tangible impacts through a data driven approach.
  • Identifying and analysing customer, portfolio and industry trends to enable data driven decision that would drive not just business improvements but also elevate customer and merchant experience.

If this sounds like you, we'd love to hear from you!

Short-listed candidates will be advised by telephone. Please note, due to the requirements of this role, candidates must have full working rights in Australia.

Openpay 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.