This is a Call Centre Team Leader role with PwC based in Parramatta, NSW, AU

• Contract, 2-6 months
• 40 - 42 hours per week
• Office | Parramatta, NSW, AU
• 3 vacancies available

Why PwC Australia

In an increasingly complex world, PwC Australia works with businesses, Government and the community to help Australia continue to thrive and grow. PwC Australia delivers quality in audit, assurance, consulting and tax services to more than 5,000 clients. We’re part of a network of firms in 158 countries with over 250,000 people. PwC Australia is ranked first on LinkedIn's Top Companies list of where Australians want to work. We are bold about our commitment to diversity and inclusion, and we empower flexible working. Our purpose is to build trust in society and solve important problems. We believe the most important problems are better solved together. PwC Australia is a powerful multiplier of connections and innovation. It’s what we do best: connecting people, businesses, technology and ideas to solve important problems.

About The Role

As a Team Leader in our Call Centre KYC Operations, you will lead a team of dedicated agents responsible for ensuring compliance with Know Your Customer (KYC) regulations. You will be tasked with driving team performance, managing day-to-day operations, and fostering a positive work environment that promotes high-quality customer interactions and adherence to regulatory standards.

What you'll be responsible for

💼 Customer Support Team Enablement

Collect and analyze customer data to optimize the workflows, operating procedures, and resources to enable support teams

👏🏼 Customer Support Team Training

Provide ongoing training, support, and coaching to help customer support teams achieve their goals and objectives

🎯 Business Planning and Reporting

Set and review objectives and key metrics to ensure the business vision is realised

📶 Data Analysis and Reporting

Analyze data to discover and communicate insights, and offer concrete recommendations for key stakeholders to make critical decisions

Skills you'll need

👥 Collaboration

Works with others by being open, clear in communication and listening to achieve goals

💭 Critical thinking

Identifies and synthesizes patterns and trends amongst various sources of information to reach a meaningful conclusion, perspective or insight

🤔 Decision Making

Considers the costs and benefits of potential actions and determines the most appropriate one

🤓 Learning agility

Identifies and applies strategies to enhance reception, retention and use of newly acquired information, skills, and abilities

🟢 Please consider applying even if you don't meet 100% of what’s outlined 🟢

Why PwC is partnering with Hatch on this role. Hatch exists to level the playing field for people as they discover a career that’s right for them. So when you apply you have the chance to show more than just your resume.

A Final Note: This is a role with PwC not with Hatch.