Contact Centre Team Leader

13cabs; Victoria; On-site; AUD 70,000 - 100,000; Full time

Job summary

A2B Australia, part of the ComfortDelGro Australia Group and owner of 13cabs, is seeking an experienced Contact Centre Team Leader. You will lead a team of customer service professionals, coach staff to meet service standards, and partner with the Contact Centre Manager on improvement initiatives to deliver exceptional experiences.

Join a fast-paced, customer‑focused environment that values development, collaboration and continuous improvement across Australia’s largest taxi network.

Qualifications

• At least two years' experience in a contact centre leadership or similar supervisory role.
• Strong knowledge of contact centre KPIs and performance management practices.
• Understanding of workforce management principles and resourcing requirements.
• Experience with quality assurance programs, performance management and continuous improvement initiatives.
• Excellent communication skills and professional telephone manner.

Responsibilities

• Lead, motivate and support a team of Contact Centre Operators to achieve service, quality and performance objectives.
• Drive a positive performance culture through coaching, recognition programs and ongoing team engagement.
• Conduct quality monitoring, side-by-side coaching and feedback sessions to maintain high customer service standards.
• Set clear expectations and SMART objectives that support continuous improvement and individual development.
• Complete regular one-on-one reviews and development planning with team members.
• Support the induction, training and ongoing development of new and existing team members.
• Identify and implement opportunities to improve customer experience and operational efficiency.
• Work closely with the Contact Centre Manager on customer service improvement initiatives.
• Respond professionally to customer enquiries and support complaint resolution where required.
• Ensure customer information is accurately recorded and service delivery meets organisational and legislative requirements.

Skills

People leadership

Coaching

Communication

KPIs knowledge

Time management

Tools

Microsoft Office

Job description

24th September, 2026

A2B Australia is part of the ComfortDelGro Australia (CDC) Group, the country’s leading taxi network and a major provider of mobility, technology, and payment solutions.

Through our iconic brands 13cabs, Silver Service, Swan Taxis and Cabcharge we deliver end‑to‑end transport experiences, from booking and dispatch through to safe, reliable travel and seamless payment. Our services support corporate, community and disability customers nationwide.
Our network is Australia’s largest, with 7,000+ vehicles and 11,500 drivers, supported by contact centres, technology hubs and in‑field support teams. We power drivers, operators and passengers with dispatch, navigation, in‑car tech, apps and payment solutions across Australia and globally.

The A2B Way

We care about our customers, our business and each other. We work as one connected team, value accountability and collaboration, and encourage innovation to shape the future of mobility. We invest in wellbeing, safety, learning and development, recognise high performance, and celebrate diversity and inclusion.

At A2B Australia, we're transforming the way Australians move through our brands including 13cabs.
We're looking for an experienced Contact Centre Team Leader to lead, coach and inspire a team of customer service professionals delivering exceptional experiences for our customers.
As our Contact Centre Team Leader, you'll play a key role in creating a high-performing, customer-focused environment. Reporting to the Contact Centre Manager, you'll lead day-to-day team performance, support employee development, drive service excellence and contribute to continuous improvement initiatives that enhance both customer outcomes and operational efficiency.

What You'll Be Doing

• Lead, motivate and support a team of Contact Centre Operators to achieve service, quality and performance objectives.
• Drive a positive performance culture through coaching, recognition programs and ongoing team engagement.
• Conduct quality monitoring, side-by-side coaching and feedback sessions to maintain high customer service standards.
• Set clear expectations and SMART objectives that support continuous improvement and individual development.
• Complete regular one-on-one reviews and development planning with team members.
• Support the induction, training and ongoing development of new and existing team members.
• Identify and implement opportunities to improve customer experience and operational efficiency.
• Work closely with the Contact Centre Manager on customer service improvement initiatives.
• Respond professionally to customer enquiries and support complaint resolution where required.
• Ensure customer information is accurately recorded and service delivery meets organisational and legislative requirements.

About You

You're a customer-focused people leader who thrives in a fast-paced environment and enjoys developing teams to deliver outstanding service outcomes.

You'll bring:

• At least two years' experience in a contact centre leadership or similar supervisory role.
• Strong knowledge of contact centre KPIs and performance management practices.
• Understanding of workforce management principles and resourcing requirements.
• Experience with quality assurance programs, performance management and continuous improvement initiatives.
• Excellent communication skills and professional telephone manner.
• Strong interpersonal skills with the ability to build credibility and engagement across diverse teams.
• Intermediate Microsoft Office skills, including Word, Excel and Outlook.
• Experience managing customer concerns, objections and complaints effectively.
• A track record of identifying and implementing process improvements.

We're looking for someone who:

• Demonstrates a strong commitment to customer service excellence.
• Leads by example and models professional behaviours.
• Makes sound decisions and remains effective under pressure.
• Has strong attention to detail and a focus on quality outcomes.
• Brings energy, resilience and commitment to achieving results.
• Communicates clearly, confidently and respectfully.
• Builds positive working relationships and collaborates effectively with others.Is passionate about developing people and fostering a high-performing team culture.

Why Join A2B

• Be part of a recognised Australian mobility and technology organisation with iconic national brands.
• Play a key leadership role in delivering exceptional customer experiences across the 13cabs network.
• Influence team performance, engagement and service outcomes in a highly visible role.
• Work alongside experienced leaders who are committed to continuous improvement and customer excellence.
• Join a business that invests in learning, development, wellbeing and career growth.
• Contribute to an organisation helping shape the future of mobility across Australia.

If you're ready to lead a team, elevate customer experiences and make a meaningful impact, we'd love to hear from you.

ComfortDelGro Corporation Australia (CDC) and A2B acknowledges the Traditional Custodians throughout Australia, and their continuing connection to land, waters and community. We pay our respects to all First Nations people, their culture and to Elders past and present.