Team Leader - Veolia [Suva]

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Job Description

Centrecom Pte Limited is a joint venture organisation that draws together the talents of Fiji Airways and the global expertise of a well-respected international partner to provide outstanding contact centre and back-office services to both local and international clients 24/7. Our “Centre for Excellence” has engaged state-of-the-art technology to achieve and sustain the highest quality of customer service. Centrecom has experienced rapid expansion, extending its operations from Suva to Navua, Nadi, and Lautoka, with the establishment of multiple centers to cater to the increasing demand for our services. Our success stems from our dynamic and agile work environment, where we excel at delivering outstanding customer service and support to our valued clients.

We are seeking a dynamic and experienced Team Leader to join our growing organization and lead our Customer Care team supporting the Sales and CX functions. This role serves as a pivotal element in the support of managing master data for new businesses, amendments, and cancellations. You will be responsible for leading a team of Customer Care Consultants, ensuring exceptional service delivery, and driving operational excellence through effective team management and performance optimization.

Outcomes

Organisational Stakeholders
1. Team Leadership and Development
Lead, motivate, and develop a team of Customer Care Consultants Conduct regular one-on-one coaching sessions and performance reviews Implement training programs to enhance team skills and knowledge Foster a positive team environment that promotes collaboration and high performance Manage team schedules, breaks, and resource allocation
2. Performance Management and Quality Assurance
Monitor team performance metrics and KPIs to ensure targets are met Conduct quality monitoring and provide feedback on customer interactions Implement improvement plans for underperforming team members Ensure compliance with company policies and procedures Drive continuous improvement initiatives to enhance service quality
3. Operational Excellence
Oversee daily operations and ensure smooth workflow processes Handle escalated customer issues and complex problem resolution Coordinate with other departments to streamline processes Manage reporting and analytics to track team performance Ensure adherence to SLA requirements and service standards
4. Strategic Support
Collaborate with management on strategic initiatives and process improvements Participate in capacity planning and workforce management Support new business implementations and system changes Contribute to the development of policies and procedures

Responsibilities - Critical Competencies

Competence	Description
Business
Planning	Deliver results by developing, reviewing or following a work plan, action plan or operational plan.
Information Analysis	Make informed decisions by collecting and interpreting data and information
Customer
Customer Commitment	Demonstrate a commitment to customer service - both internal and external customers.
Promotion	Promote the value of the products/services offered by the organisation.
Relationship Building	Build beneficial relationships with suppliers and stakeholders.
Quality Focus	Deliver quality.

Qualifications

Qualification	Discipline	Notes
Desirable
School Leaving	Year 12 & Year 13 pass

Work Knowledge and Experience

1. At least 2-3 years of team leadership experience in a contact centre or customer service environment
2. Previous experience in CS or B2B environment highly preferred
3. Strong leadership and people management skills
4. Excellent communication and interpersonal abilities
5. Proven track record in performance management and team development
6. Advanced knowledge of Microsoft Office Suite and CRM systems
7. Experience with Salesforce or similar platforms would be advantageous
8. Strong analytical and problem-solving capabilities
9. Ability to work under pressure and manage multiple priorities
10. Flexibility to work shifts, weekends, and public holidays as required

Requirements

Language Proficiency
Fluency in both written and spoken English
Regulatory Compliance Requirements
Police Clearance

Attributes

Attribute	Definition
Behavioural Styles
Accountable	Assumes full responsibility for own actions and identifies with the success or failure of own part of the overall work/goal.
Detail oriented	Attends to the small elements of a task/activity, ensuring completeness and accuracy.
Enthusiastic	Shows high levels of excitement and interest, and expresses positive feelings.
Innovative	Devises new and creative ways to do things comes up with original ideas.
Integrity	Adherence to moral and ethical principles; soundness of moral character; honesty.
Punctuality	Completes a required task or fulfills an obligation before or at a previously designated time
Reliable	Is able to be trusted to do what is expected or has been promised, puts in a great amount of effort believing in the value of work.
Resilient	Cope positively with stress and catastrophe. Bounces back from setbacks, mistakes or misfortunes.
Interpersonal Styles
Empathic	Has the ability to understand somebody else's feelings or difficulties.
Realistic	Shows concern for facts and reality, rejecting the impractical.
Team Oriented	Enjoys being with others as part of a group or team.
Trusting	Places confidence in others without misgivings, relying on their ability, character, and truthfulness.
Thinking Styles
Decisive	Reaches conclusions, promptly and firmly.
Well organised	Controls tasks in a well thought out and critical manner.

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