Contact Centre Team Lead - People & Performance

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

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.