Contact Centre Team Lead — Elevate Customer Experience

at; Western Australia; On-site; AUD 75,000 - 85,000; Full time

Job summary

A leading online platform is seeking an experienced Contact Centre Team Lead to mentor and manage a team of agents. This role focuses on improving performance metrics and ensuring excellent customer engagement. The ideal candidate has a proven track record in leadership within a contact centre, strong analytical skills, and the ability to coach effectively. This position offers a salary between $75,000 and $85,000 per year plus commission.

Qualifications

• 2+ years as a Team Leader or Supervisor in a Contact Centre.
• Strong analytical ability for performance data.
• Excellent skills in project management and organization.

Responsibilities

• Coach and mentor Contact Centre agents for success.
• Manage sales and service pipeline efficiency.
• Drive team performance against key contact centre metrics.

Skills

People Leadership & Coaching

Performance Analysis & Problem-Solving

Operational Execution

System Proficiency

Compliance & Detail Orientation

Technical & Industry Knowledge

Stakeholder Management

Formal Training/QA Experience

Productivity Tools

Tools

CRM systems (HubSpot or similar)

Google Workspace

Project management tools (e.g., Asana, Jira)

Job description

A leading online platform is seeking an experienced Contact Centre Team Lead to mentor and manage a team of agents. This role focuses on improving performance metrics and ensuring excellent customer engagement. The ideal candidate has a proven track record in leadership within a contact centre, strong analytical skills, and the ability to coach effectively. This position offers a salary between $75,000 and $85,000 per year plus commission.