Contact Centre Team Leader — Transformation & Growth

Citrus Group; Sydney; On-site; AUD 90,000 - 120,000; Full time

Job summary

The Citrus Group in Sydney is seeking an experienced Team Leader for our CBD contact centre. You will guide a team of 15–20 agents, overseeing people management, workforce planning and process development to achieve peak customer service performance.

You will lead tough conversations during a transformation period and drive continuous improvement, while supporting career progression for team members within a collaborative, family-like culture.

Qualifications

• Experience leading a contact centre team.
• Strong communication and analytical skills.
• Proven ability to drive improvements in processes and metrics.

Responsibilities

• Recruit, mentor and develop team members.
• Improve business performance and processes.
• Develop relationships with key stakeholders.
• Meet and exceed performance standards.
• Drive customer service metrics across functions.
• Manage call queues and escalation calls.
• Conduct workforce planning.

Skills

Team leadership

Performance management

Stakeholder management

Call center metrics

Data analysis

Communication

Workforce planning

Job description

The Citrus Group in Sydney is seeking an experienced Team Leader for our CBD contact centre. You will guide a team of 15–20 agents, overseeing people management, workforce planning and process development to achieve peak customer service performance.

You will lead tough conversations during a transformation period and drive continuous improvement, while supporting career progression for team members within a collaborative, family-like culture.