Call Centre Team Lead: Coaching & Performance

Clintons Toyota; Sydney; On-site; AUD 90,000 - 110,000; Full time

Benefits offered by this job

Reward & recognition

Referral bonuses

Employee Assistance Program (EAP)

Job summary

Clintons Toyota, part of the 4K Automotive Group, is based at Gregory Hills and seeks an experienced Call Centre Supervisor to lead the Customer Relationship Centre team. You will oversee daily operations, allocate work, monitor performance and support inbound and outbound activity to ensure a smooth, responsive customer experience across Toyota and Lexus brands.

You will coach CRC staff, manage escalations, coordinate bookings, monitor data quality and drive continuous improvement.

Qualifications

• Experience leading a call centre, driving service outcomes.
• Strong coaching and relationship-building capabilities.
• Proven ability to manage performance and priorities.
• Excellent organizational, problem-solving and detail orientation.
• Solid written, verbal and numerical communication.

Responsibilities

• Lead, support and coach Customer Relationship Consultants.
• Set daily priorities, allocate bookings, keep the team focused on targets.
• Monitor call quality, CRM activity and key performance indicators.
• Handle escalated enquiries and complaints with urgency and care.
• Coordinate inbound/outbound contact including bookings and campaigns.
• Oversee customer data, privacy requests and record updates.
• Prepare daily and monthly results and identify process improvements.
• Foster strong working relationships with service, sales and management.
• Roster CRC team hours and schedules.

Skills

Leadership experience

Coaching

Communication skills

Relationship building

Performance management

Organization

Problem solving

Attention to detail

Written, verbal & numerical skills

Excel

Teams

CRM systems

Tools

CRM systems

Microsoft Excel

Microsoft Teams

Job description

Clintons Toyota, part of the 4K Automotive Group, is based at Gregory Hills and seeks an experienced Call Centre Supervisor to lead the Customer Relationship Centre team. You will oversee daily operations, allocate work, monitor performance and support inbound and outbound activity to ensure a smooth, responsive customer experience across Toyota and Lexus brands.

You will coach CRC staff, manage escalations, coordinate bookings, monitor data quality and drive continuous improvement.