Contact Centre Team Lead

Datacom Connect; Adelaide; On-site; AUD 70,000 - 100,000; Full time

Benefits offered by this job

Paid parental leave

Employee Assistance Programme

Learning and development opportunities

Career development

Job summary

Datacom Connect is seeking an experienced Contact Centre Team Leader to guide a team at Modbury. You will lead, coach and develop staff, focusing on quality, productivity and customer service within a fast-paced environment.

You will monitor performance, provide coaching, and drive continuous improvement while balancing people needs with operational priorities and customer expectations. Baseline security clearance and Australian citizenship are required.

Qualifications

• Experience leading teams in a complex contact centre environment.
• Experience leading teams of up to 25 people.
• Strong coaching and performance-management capability.
• Solid understanding of contact centre metrics (quality, productivity, service levels, CX).
• Emotional intelligence and inclusive team leadership.
• Ability to lead through change in a fast-paced setting.
• Excellent communication and relationship-building skills.
• Strong organization and time management.

Responsibilities

• Lead, coach and develop a team to achieve quality, productivity and customer service outcomes.
• Build a positive, accountable and high-performing team culture.
• Monitor team performance using data to identify improvement opportunities.
• Conduct regular 1:1s, performance discussions and coaching.
• Develop action plans to improve individual and team performance.
• Support team with complex or escalated customer inquiries.
• Lead by example in professionalism and accountability.
• Identify opportunities to improve processes, efficiency and outcomes.
• Collaborate with other leaders to deliver broader contact centre objectives.
• Communicate operational change and help the team adapt.

Skills

Team leadership

Coaching

Performance management

Customer experience

Data-driven decisions

Communication

Change leadership

Analytical thinking

Job description

About us

At Datacom, we combine technology, expertise, and talented people to help organisations thrive in a rapidly changing world. As one of Australasia's leading technology providers, we work with customers across industries to solve real-world problems and deliver meaningful outcomes.

Whether we're supporting governments, enterprise organisations, or growing businesses, we're committed to creating meaningful outcomes for our customers, communities, and each other.

About the Role

We have an exciting opportunity for an experienced Contact Centre Team Leader to join our team in Modbury.

You’ll lead a team within a fast-paced contact centre environment, with responsibility for people leadership, operational performance, quality, customer experience and team development.

This is a hands-on leadership role. You'll use performance insights to understand what's happening within your team, coach individuals to improve, recognise great performance and create an environment where people feel supported and accountable for delivering great outcomes.

We're looking for someone who brings strong contact centre leadership experience, sound judgement and a genuine passion for developing people. You'll be comfortable balancing the needs of your people with operational priorities and customer expectations.

To be successful in this role, you must be an Australian Citizen and be able to achieve a Baseline security clearance.

Operating Hours

This is a full-time opportunity, we require full availability across our operating hours, Monday to Friday between 7:00am and 7:00pm, with shifts scheduled on a rotating roster.

What you'll do

• Lead, coach and develop a team to achieve quality, productivity and customer service outcomes.
• Build a positive, accountable and high-performing team culture.
• Monitor team performance and use data and insights to identify opportunities for improvement.
• Conduct regular 1:1s, performance discussions and coaching.
• Develop and implement action plans to improve individual and team performance.
• Support your team with complex or escalated customer enquiries.
• Lead by example in professionalism, conduct and accountability.
• Identify opportunities to improve processes, efficiency and customer outcomes.
• Work collaboratively with other leaders and operational teams to deliver broader contact centre objectives.
• Support and communicate operational change, helping your team understand and adapt to new ways of working.

What you'll bring

• Demonstrated experience leading teams within a complex contact centre environment. Experience within a large-scale contact centre will be highly regarded.
• Experience leading and developing teams of up to 25 people.
• Strong coaching and performance-management capability, with a track record of improving individual and team performance.
• A strong understanding of contact centre measures including quality, productivity, service levels and customer experience, with the ability to translate performance insights into targeted coaching and improved team outcomes.
• Strong emotional intelligence and cultural awareness, with the ability to create an inclusive and supportive team environment.
• Confidence leading people through change and maintaining engagement in a fast-paced environment.
• Strong analytical and problem-solving skills.
• Excellent communication and relationship-building capability.
• Strong organisation, time management and attention to detail.

Culture and benefits

Join a team where you'll be supported to grow your career, prioritise your wellbeing, and make a genuine impact. From industry-leading learning and development opportunities to parental leave, wellbeing support, and employee benefits, we're committed to helping our people thrive both professionally and personally.

We're passionate about creating a workplace where people feel supported, empowered, and inspired to do their best work. Whether you're developing new skills, tackling complex challenges, or collaborating with some of the best minds in the industry, you'll be part of a team that values curiosity, innovation, inclusion, and making a genuine difference.

Why you will love working here

• Paid parental leave
• 24/7 Employee Assistance Programme (DataCare)
• Ongoing learning, certifications, and career development opportunities
• Access to industry-leading learning platforms and future skills training
• Recognition programmes that celebrate great work
• Great employee discounts and financial wellbeing benefits
• Meaningful work that makes a real impact

Eligibility criteria and conditions may apply to some benefits.