Contact Centre Support Team Leader

About the role

Compass is looking for a Contact Centre Support Team Leader to head its omni‑channel support function for schools across Australia. Reporting to the Global Head of Support, you will combine hands‑on leadership with operational oversight to ensure schools receive fast, clear, and empathetic assistance.

Key responsibilities

• Lead, coach and inspire a high‑performing team handling phone, live chat and email enquiries.
• Monitor real‑time dashboards, maintain service‑level KPIs and act as the first escalation point for complex issues.
• Elevate customer experience by ensuring high‑quality interactions and aligning sentiment with performance standards.
• Drive continuous improvement using feedback and data insights to refine processes and knowledge resources.
• Collaborate with Product, Training and Knowledge teams to embed changes and improve outcomes for schools.
• Assess and enhance the relevance of knowledge base content in partnership with Knowledge Communications Specialists.

Required profile

• People‑focused leader who keeps teams motivated while delivering consistent results.
• Calm under pressure, takes ownership of outcomes, and works well both autonomously and within a team.
• Minimum 2 years of experience leading or coaching in a contact‑centre environment.
• Proven track record of meeting service‑level KPIs.
• Strong analytical and problem‑solving abilities with excellent verbal communication.
• Ability to build rapid rapport with a wide range of internal and external stakeholders.
• Confidence providing real‑time feedback, coaching and inspiring team members.
• Passion for customer experience and team development.

Required skills