Contact Centre Operator - Team Leader

Ingenico is a global leader in the fintech market, with more than three decades of experience and employs over 7,500 people. Its footprint gives scale to projects and talents. Innovation is part of our DNA and our diverse community of experts keep anticipating the evolution of commerce worldwide.

We provide merchants with a comprehensive and innovative range of services and solutions that eliminate payment complexity and make purchasing quick, seamless and secure for consumers, whatever the sales channel or payment method.

Team Leader - Contact Centre

Preston 

Permanent, Full time role

Why Ingenico?

• Flexible working options 
• Career development opportunities
• Access EAP to support you
• Paid parental leave
• Birthday leave – a day off on your birthday!

Your Next Role

Reporting to the Head of Contact Centre Operations, the Contact Centre Team Leader will lead a driven team of contact centre operators who provide technical and customer support to our merchants.

Currently we are going through an exciting stage of growth where your experience in a fast paced environment that is experiencing change will be highly valuable.

This is an immediately available Permanent, Full Time (37.5 hours) opportunity based in Preston, Melbourne with free onsite car parking and opportunity to work flexibly (1 day from home). 

A typical day would look like: 

• Monitor and analyse high volume queues (30+) to ensure performance metrics are met
• Reviewing our current processes and seeking opportunities for improvement
• Daily reporting of performance statistics to team
• Conducting 1:1 and team meetings to upskill and build capability 
• Managing rosters and timesheets

What you’ll need to succeed

• Call centre experience 
• Demonstrated skills in change management - establishing and implementing new processes and procedures
• Proven experience in monitoring and analysing high volume queues
• Experience and/or interest in developing teams and upskilling junior team members 
• Bonus if you have AWS Connect experience

About Ingenico 

Ingenico is a global leader in the fintech market, with more than three decades of experience and employs over 7,500 people. Its footprint gives scale to projects and talents. Innovation is part of our DNA and our diverse community of experts keep anticipating the evolution of commerce worldwide.

We provide merchants with a comprehensive and innovative range of services and solutions that eliminate payment complexity and make purchasing quick, seamless and secure for consumers, whatever the sales channel or payment method.

How to Apply

Please send an updated CV and your answers to the prescreening questions. Shortlisted candidates will be contacted as soon as possible. 

As part of our values, we embrace diversity and inclusion at Ingenico. We are an equal opportunity employer and do not discriminate on the basis of an individual's race, national origin, color, gender, gender identity, gender expression, sexual orientation, religion, age, disability, marital status or any other protected characteristic under applicable law, whether actual or perceived.

We want to adapt our processes and create a safe work environment that welcomes everyone.

To learn more about what it's like working inside Ingenico, follow us on LinkedIn