Contact Centre Team Lead – Transformation & Growth

Citrus Group Pty Ltd; Sydney; On-site; AUD 85,000 - 110,000; Full time

Job summary

Citrus Group Pty Ltd in Sydney is seeking an experienced Team Leader to join the contact centre in the CBD. You will lead a team of 19-22 agents, focusing on people management, workforce planning and process development.

You will drive performance, coach staff, manage escalation calls and work closely with stakeholders to continually improve customer outcomes and operations. This is a hands-on leadership role with career progression opportunities.

Qualifications

• A solid track record of delivering results.
• Experience running and managing a team.
• Strong attention to detail and time management.
• Strong analytical skills.
• Exceptional written and verbal communication.
• Excellent knowledge of contact centre statistics.

Responsibilities

• Recruiting, mentoring, coaching, and developing team members.
• Improving business performance and processes.
• Developing close working relationships with key stakeholders.
• Ensuring performance standards are met.
• Exceeding customer service metrics across all functions.
• Managing call queues and escalation calls.
• Workforce planning.

Skills

Team leadership

Workforce planning

Stakeholder management

Analytical skills

Communication skills

Attention to detail

Job description

Citrus Group Pty Ltd in Sydney is seeking an experienced Team Leader to join the contact centre in the CBD. You will lead a team of 19-22 agents, focusing on people management, workforce planning and process development.

You will drive performance, coach staff, manage escalation calls and work closely with stakeholders to continually improve customer outcomes and operations. This is a hands-on leadership role with career progression opportunities.