Contact Centre Lead: Elevate Customer Experience

13cabs; Victoria; On-site; AUD 70,000 - 100,000; Full time

Job summary

A2B Australia, part of the ComfortDelGro Australia Group and owner of 13cabs, is seeking an experienced Contact Centre Team Leader. You will lead a team of customer service professionals, coach staff to meet service standards, and partner with the Contact Centre Manager on improvement initiatives to deliver exceptional experiences.

Join a fast-paced, customer‑focused environment that values development, collaboration and continuous improvement across Australia’s largest taxi network.

Qualifications

• At least two years' experience in a contact centre leadership or similar supervisory role.
• Strong knowledge of contact centre KPIs and performance management practices.
• Understanding of workforce management principles and resourcing requirements.
• Experience with quality assurance programs, performance management and continuous improvement initiatives.
• Excellent communication skills and professional telephone manner.

Responsibilities

• Lead, motivate and support a team of Contact Centre Operators to achieve service, quality and performance objectives.
• Drive a positive performance culture through coaching, recognition programs and ongoing team engagement.
• Conduct quality monitoring, side-by-side coaching and feedback sessions to maintain high customer service standards.
• Set clear expectations and SMART objectives that support continuous improvement and individual development.
• Complete regular one-on-one reviews and development planning with team members.
• Support the induction, training and ongoing development of new and existing team members.
• Identify and implement opportunities to improve customer experience and operational efficiency.
• Work closely with the Contact Centre Manager on customer service improvement initiatives.
• Respond professionally to customer enquiries and support complaint resolution where required.
• Ensure customer information is accurately recorded and service delivery meets organisational and legislative requirements.

Skills

People leadership

Coaching

Communication

KPIs knowledge

Time management

Tools

Microsoft Office

Job description

A2B Australia, part of the ComfortDelGro Australia Group and owner of 13cabs, is seeking an experienced Contact Centre Team Leader. You will lead a team of customer service professionals, coach staff to meet service standards, and partner with the Contact Centre Manager on improvement initiatives to deliver exceptional experiences.

Join a fast-paced, customer‑focused environment that values development, collaboration and continuous improvement across Australia’s largest taxi network.