Contact Centre Team Lead - Sales & Service Coach

Petcover; Melbourne; On-site; AUD 90,000 - 120,000; Full time

Job summary

Petcover, a global leader in pet insurance with offices across Australia, seeks a Contact Centre Team Leader to guide a Sales & Customer Service team, coaching for skills, targets and outstanding experiences. You will monitor KPIs, deliver regular coaching, manage workflows, assign tasks, and help new starters through onboarding and development, balancing sales with exceptional customer service.

If you excel at performance coaching, data analysis and motivating teams under pressure, this role

Qualifications

• Sales and customer service expertise.
• Ability to coach others in effective techniques.
• Strong communication and problem-solving skills.

Responsibilities

• Lead, motivate and inspire a team to achieve sales and service targets.
• Deliver regular coaching and training to strengthen product knowledge and service quality.
• Monitor KPIs, identify performance gaps and implement action plans.
• Analyse sales pipelines, campaign results and customer quote activity.
• Ensure accurate documentation of all customer interactions and policy details.
• Allocate inbound/outbound tasks to handle enquiries and warm leads.
• Review complex queries and guide on product features, pricing, coverage and eligibility.
• Balance sales performance with exceptional customer experience to meet service levels.
• Share insights with management to improve processes and journeys.
• Support onboarding and ongoing development for new starters.
• Foster a positive, accountable team environment.
• Step in on calls when needed to maintain service levels.

Skills

Sales

Customer service

Coaching

Performance data

Job description

Petcover, a global leader in pet insurance with offices across Australia, seeks a Contact Centre Team Leader to guide a Sales & Customer Service team, coaching for skills, targets and outstanding experiences. You will monitor KPIs, deliver regular coaching, manage workflows, assign tasks, and help new starters through onboarding and development, balancing sales with exceptional customer service.

If you excel at performance coaching, data analysis and motivating teams under pressure, this role