Contact Centre Team Leader

About the role

As a Customer Experience People Leader, you'll lead and develop a team of Customer Experience Specialists, fostering a culture of engagement, continuous improvement and service excellence. You will play an important role in empowering your team to deliver exceptional customer experiences while supporting strong operational outcomes.

Key responsibilities

• Lead, coach and develop a team of Customer Experience Specialists and Senior Customer Experience Specialists.
• Manage team performance, engagement and development through regular people leadership activities.
• Monitor operational performance and allocate work to support service delivery objectives.
• Conduct quality assurance audits and provide timely coaching and feedback.
• Drive achievement of customer experience, quality and operational performance targets.
• Partner with Customer Experience Coaches to support capability development and training initiatives.
• Identify and implement continuous improvement and innovation opportunities.
• Collaborate with stakeholders to support change initiatives and deliver positive customer outcomes.

Required profile

• 2+ years' leadership experience, ideally within a contact centre or high‑volume operational environment.
• Experience working in a regulated industry such as healthcare, financial services or government is highly regarded.
• Strong coaching and people development capability.
• Excellent communication and relationship‑building skills.
• Sound judgement, decision‑making ability and a continuous‑improvement mindset.

What we offer

• Retailer discounts and perks through the Flare Benefits platform.
• Health and financial benefits, including Fitness Passport, corporate health insurance discounts, banking benefits, novated leasing and salary packaging options.
• Free confidential wellbeing support through the Employee Assistance Program (EAP).
• Discounted childcare and babysitting services via Kiddo.
• Access to online learning, courses and development pathways to support career growth.