Customer Service Centre Team Leader

As a Customer Service Centre Team Leader at Foodies, your main responsibilities include coaching and developing your team, handling customer queries, monitoring operational performance, and ensuring KPIs are met. You’ll be the go-to expert for operational processes and systems, as well as organizing workflows based on demand and team needs.

To become a Customer Service Centre Team Leader at Foodies, candidates should have substantial experience in contact centres or customer-focused organizations. Strong operational management and people leadership skills are essential, as well as excellent written and verbal communication skills to collaborate effectively across all levels of the organization.

Yes, the Customer Service Centre Team Leader role at Foodies offers a flexible working arrangement where you can work from home 90% of the time. However, you will need a suitable workspace and reliable internet connection for remote work, alongside attending meetings and training at the Palmerston North office when required.

Foodies provides a variety of benefits to its Customer Service Centre Team Leaders, including free car parking, Southern Cross health insurance, a superannuation scheme, and a subsidized onsite café. They also offer flexible working options, special days off, in-house learning programs, and a strong focus on Diversity & Inclusion.

An ideal Customer Service Centre Team Leader at Foodies should demonstrate a strong track record in operational management, excellent planning and communication skills, and the ability to influence both the team and senior stakeholders. A collaborative yet independent working style, along with adaptability and a proactive approach, will make a candidate stand out.

When prioritizing tasks, I assess workflow demands, deadlines, and the urgency of each task. I believe in listing all tasks first, then evaluating which ones align with business goals and team performance metrics—this helps me maintain focus where it's needed most.

My leadership style is inclusive and collaborative. I encourage open communication and actively seek diverse ideas from all team members to foster an environment of innovation and understanding, which allows everyone to feel valued and contribute their best.

To motivate my team, I believe in setting clear goals, recognizing achievements, and creating a supportive environment. I often introduce team-building activities and provide opportunities for professional development to keep morale high and team engagement strong.

When handling conflict, I focus on active listening and understanding both viewpoints before facilitating a constructive discussion. I guide the team towards a resolution that emphasizes collaboration and seeks a win-win outcome, reinforcing a positive team culture.

I have significant experience with performance management, regularly conducting one-on-one reviews, setting clear expectations, and providing ongoing feedback. This helps me support team members in reaching their professional goals while aligning their performance with organizational objectives.

To stay current with best practices, I attend relevant workshops and webinars, read industry publications, and network with other leaders. Continuous improvement is crucial, so I actively seek feedback from my team and customers to adapt our strategies accordingly.

Key metrics for a Customer Service Centre Team Leader include customer satisfaction scores, average response time, resolution rates, and employee engagement levels. Monitoring these metrics enables me to drive improvements and foster a high-performing team.

When initiating a new tracking system, I communicated its importance and sought team input for successful adoption. Training sessions helped facilitate the transition, leading to improved efficiency and team buy-in, thus achieving a smooth rollout of the change.

Training new team members involves a structured program that combines onboarding materials, shadowing experienced staff, and hands-on practice. I emphasize encouraging questions and creating a safe space for learning, ensuring their confidence in providing excellent customer service.

To ensure high standards, I focus on continuous training and clear communication of expectations. Regular feedback sessions, customer feedback analysis, and team performance metrics help me identify areas for improvement and celebrate our successes.