Contact Centre Team Leader

About the role

As a Contact Centre Team Leader within Optus' Business Care team, you will lead a group of customer service professionals who support business customers across service, billing, technical support, retention and growth enquiries. This hands‑on leadership position focuses on coaching, capability development and delivering exceptional customer outcomes.

Key responsibilities

• Lead, coach and develop a Business Care team to provide outstanding customer experiences.
• Provide real‑time coaching, feedback and support to build capability, confidence and performance.
• Foster a customer‑first culture centred on ownership, problem resolution and advocacy.
• Handle complex customer enquiries, escalations and retention conversations.
• Use performance insights, quality results and customer feedback to drive continuous improvement.
• Manage team engagement, attendance, performance and development planning.
• Partner with cross‑functional teams to improve customer and business outcomes.

Required profile

• Previous people‑leadership experience in a contact centre, customer service or service delivery environment.
• Passion for coaching, mentoring and developing people.
• Excellent communication and leadership abilities.
• Strong problem‑solving skills and confidence handling escalations and complex situations.
• Customer‑first mindset with a commitment to outstanding service.
• Resilience, adaptability and ability to lead in a fast‑paced environment.
• Experience in telecommunications or other highly regulated sectors is preferred.

Required skills

What we offer

• Competitive remuneration and colleague discounts, including $80 monthly credit and 25% off Optus products.
• Flexible working arrangements – hybrid model with three days onsite and two days remote.
• Generous leave policies, including additional ‘Connected’ days and up to 16 weeks paid parental leave.
• Access to wellbeing services such as 24/7 counselling via phone, SMS or video.
• Inclusive networks and diversity initiatives (Culture Connect, Elevate Women, Disability Network, Express Yourself).