Contact Team Lead

at; Western Australia; On-site; AUD 75,000 - 85,000; Full time

Job summary

A leading online platform is seeking an experienced Contact Centre Team Lead to mentor and manage a team of agents. This role focuses on improving performance metrics and ensuring excellent customer engagement. The ideal candidate has a proven track record in leadership within a contact centre, strong analytical skills, and the ability to coach effectively. This position offers a salary between $75,000 and $85,000 per year plus commission.

Qualifications

• 2+ years as a Team Leader or Supervisor in a Contact Centre.
• Strong analytical ability for performance data.
• Excellent skills in project management and organization.

Responsibilities

• Coach and mentor Contact Centre agents for success.
• Manage sales and service pipeline efficiency.
• Drive team performance against key contact centre metrics.

Skills

People Leadership & Coaching

Performance Analysis & Problem-Solving

Operational Execution

System Proficiency

Compliance & Detail Orientation

Technical & Industry Knowledge

Stakeholder Management

Formal Training/QA Experience

Productivity Tools

Tools

CRM systems (HubSpot or similar)

Google Workspace

Project management tools (e.g., Asana, Jira)

Job description

$75,000 – $85,000 per year + OTE Commission

BeMoved is a fast-growing online platform empowering consumers to connect and compare their utilities. Our dedication to quality and customer engagement has made us a leader in the industry.

We are seeking an experienced, high-performing Contact Centre Team Lead with a passion for people development, a clear drive for performance metrics, and a genuine can-do attitude who will thrive in a fast-paced, growing technology company.

Reporting to the Head of Retail Growth, you will be a methodical and empowering professional charged with onboarding, coaching, and leading our Voice Support team to deliver exceptional customer engagement and meet strategic growth objectives.

Reporting to: Head of Retail Growth

Required Skills

People Leadership & Coaching: Proven experience (2+ years) as a Team Leader or Supervisor in a high-volume Contact Centre environment. Demonstrated ability to coach, motivate, and manage individual performance to meet sales and service KPIs.

Performance Analysis & Problem-Solving: Excellent analytical ability to interpret performance data (e.g., AHT, CSAT, Conversion) and define clear, data-driven solutions for improvement.

Operational Execution: Strong organisational and project-management skills; ability to prioritise daily operations, manage competing demands, and ensure accountability across the team.

System Proficiency: Strong user knowledge of CRM systems (HubSpot or similar), cloud telephony software, and advanced proficiency in spreadsheets for data analysis and reporting.

Compliance & Detail Orientation: High attention to detail for process documentation and maintaining strict adherence to company policy and industry/regulatory compliance.

Technical & Industry Knowledge: Understanding of SaaS/technology environments and a background in energy retail products or utilities comparison.

Stakeholder Management: Experience fostering strong relationships and effective communication with external retail partners or internal cross-functional teams (Product, Engineering).

Formal Training/QA Experience: Experience designing or delivering formal training, or a strong background in contact centre Quality Assurance (QA) practices.

Productivity Tools: Proficiency with Google Workspace and/or project management tools (e.g., Asana, Jira).

Key Responsibilities

Coach and mentor a team of Contact Centre agents, providing regular 1:1 performance feedback, call quality assessments, and development plans to drive individual and team success.

Manage and optimise the sales and service pipeline, ensuring effective tracking and progression of leads through each stage of the conversion journey - from initial contact to qualified opportunity and closed sale.

Monitor lead response times, follow-up cadence, and call outcomes to identify gaps and opportunities to increase conversion efficiency.

Drive and manage team performance against key contact centre metrics (e.g., Quality Scores, Customer Satisfaction (CSAT), Average Handling Time (AHT), Conversion Rate).

Handle escalated customer inquiries and complex issues swiftly and effectively, serving as the subject matter expert and ultimate point of resolution.

Manage daily team operations, including rosters, shift adherence, and resource allocation to ensure service levels are consistently met across the voice channel.

Conduct new hire onboarding and ongoing training on product knowledge, systems, sales techniques, policy, and compliance.

Culture fit

Ability to work in a fast-paced environment with a sense of urgency and accountability.

Clear communicator who can engage with stakeholders at a range of levels.

Unlock job insights

Salary match Number of applicants Skills match

Your application will include the following questions:

• Which of the following statements best describes your right to work in Australia?
• How many years of people management experience do you have?
• Have you worked in a call centre before?
• Do you have experience in a sales role?
• Do you have customer service experience?
• Do you have a current Police Check (National Police Certificate) for employment?
• What's your expected annual base salary?