Senior TL Contact Center

About IDP

IDP is the global leader in international education services, delivering global success to students, test takers and our partners, through trusted human relationships, digital technology and customer research. An Australian-listed company, we operate in more than 50 countries around the world.

Our team is comprised of over 7,000 people of various nationalities, ages and cultural backgrounds. Proudly customer-first, our expert people are powered by global technology. Together, we offer unmatched services, helping local dreams become realities, all over the world.

Learn more at www.careers.idp.com

Key accountabilities

• Lead and manage a team of contact center agents to ensure the delivery of high quality customer service and  exceptional support. 

• Monitor daily team performance, ensuring adherence to service levels, KPIs, and company policies.

• Provide ongoing coaching, training, and performance feedback to agents to enhance their skills and overall performance. • Conduct regular team meetings to share updates, reinforce goals, and keep the team motivated and aligned with company objectives.

• Handle escalated customer complaints and resolve complex issues, ensuring customer satisfaction.

• Assist in recruitment and onboarding of new agents, ensuring they are trained and equipped for success.

• Collaborate with other departments to improve processes, troubleshoot issues, and share insights for continuous improvement.

• Ensure team compliance with all company policies, procedures, and quality standards.

• Identify opportunities for team and individual performance improvements and implement corrective actions when necessary 

Required experience

• Bachelor's degree or equivalent experience. 

• Proven experience in a Team Leader or supervisory role in a contact center or customer service environment.

• Strong leadership and coaching skills with the ability to motivate and engage a diverse team.

• Excellent communication skills, both written and verbal, with the ability to interact with all levels of the organization