Conversion-Focused Call Centre Leader & Trainer

Solar Surge Australia Pty Ltd; Gold Coast City; On-site; AUD 90,000 - 120,000; Full time

Job summary

Solar Surge Australia Pty Ltd on the Gold Coast seeks a hands-on Call Centre Manager & Trainer to own our appointment setting operation. This role demands active leadership, training, coaching, and accountability to lift lead-to-booking conversions.

You will guide the team through process mastery, onboarding, and ongoing performance reviews while ensuring high-quality booked appointments. You will work with CRM and AI-driven monitoring tools, driving daily performance transparency and coaching

Qualifications

• Proven experience in call centre management.
• Experience leading appointment setting or outbound sales teams.
• Strong training and coaching background with measurable results.
• Proven ability to improve lead-to-booking conversion rates.
• Comfort with script development, role-play and objection handling.
• Experience using CRM and AI-assisted monitoring tools.

Responsibilities

• Own the performance of the appointment setting team.
• Train, onboard and coach new staff.
• Run daily/weekly team meetings and structured training sessions.
• Monitor and coach calls using CRM and AI tools.
• Drive conversion rates and hold team to targets and quality standards.
• Provide daily updates on performance to leadership.
• Identify where leads go cold or bookings are lost and fix.

Skills

Call Centre Leadership

Training & Coaching

Performance Management

Lead-to-Booking Conversion

Script & Role-Play

CRM Monitoring

Feedback & Accountability

Objection Handling

Tools

CRM

AI Monitoring Tools

Job description

Solar Surge Australia Pty Ltd on the Gold Coast seeks a hands-on Call Centre Manager & Trainer to own our appointment setting operation. This role demands active leadership, training, coaching, and accountability to lift lead-to-booking conversions.

You will guide the team through process mastery, onboarding, and ongoing performance reviews while ensuring high-quality booked appointments. You will work with CRM and AI-driven monitoring tools, driving daily performance transparency and coaching