Contact Centre Team Leader

About the role

Winning Group is looking for a Contact Centre Team Leader to ensure Appliances Online customers receive a positive experience from start to finish. The role leads a team of customer service agents, handling sales, chats, calls and emails while supporting the business processes that generate orders, sales and deliveries.

Key responsibilities

• Achieve daily individual targets for sales, chats, calls and emails.
• Communicate targets to team members, monitor results and address under‑performance.
• Coach, mentor and provide regular 1:1 feedback to exceed targets and maintain high service standards.
• Assist with recruitment, onboarding and training of new team members.
• Manage rosters, approve timesheets and leave requests using Kronos.
• Handle escalated enquiries and refer them to the appropriate area.
• Lead daily morning stand‑up training and embody Winning’s company values.
• Oversee all call queues, including AOL Sales, Driver Support, HOC, Andoo AU and Andoo NZ.
• Process warehouse emails, contacting customers and handling redels, SROs, damage allowances and other logistics queries.
• Complete regular ad‑hoc administrative tasks as required.

Required profile

• Extensive experience in a customer‑service role with a proven record of exceptional service.
• Demonstrated success in a sales environment meeting or exceeding KPIs.
• Ability to coach, mentor and develop team members.
• Excellent interpersonal and communication skills, both written and verbal.
• Strong attention to detail and high computer literacy.
• Capability to build and maintain relationships with customers, stakeholders and colleagues.

Required skills

• Experience using a CRM or sales system.
• Proficiency with Kronos time‑keeping software.

What we offer

• Exclusive staff discounts across all Winning brands.
• Wellbeing support through an Employee Assistance Program, including free GP visits.
• Continuous development and genuine career progression opportunities within a growing group.