Customer Care Team Leader - Lead Performance & CX

Momentum Energy; Hobart; On-site; AUD 90,000 - 130,000; Full time

Job summary

Momentum Energy in Hobart, Tasmania, seeks a Customer Care Team Leader to drive performance in our Contact Centre and coach frontline teams to deliver outstanding service for Momentum customers.

In this hands-on leadership role, you will lead KPI achievement, ensure compliance, and partner with Quality Assurance to embed continuous improvement, shaping Momentum’s customer experience strategy across the Australian operation.

Qualifications

• Extensive experience leading high-performing teams in complex service environments.
• Strong focus on compliance and risk within regulated settings.
• Proven ability to drive continuous improvement and business transformation.
• Solid understanding of contact centre metrics, management methodologies and performance optimization.
• Customer-centric mindset with a commitment to high-quality service.

Responsibilities

• Lead and manage a team of Customer Care Agents to deliver exceptional customer experience while achieving KPI targets.
• Recruit, develop and empower future leaders for the business.
• Identify skill gaps and provide coaching on Momentum’s systems, processes and procedures.
• Ensure operational processes are compliant and adapt to regulatory changes.
• Oversee the Quality Assurance program with call monitoring and coaching.
• Collaborate with other leaders to drive cross-functional improvements.

Skills

Team leadership

Compliance

Change management

Customer focus

Analytical skills

Communication skills

Problem solving

Job description

Momentum Energy in Hobart, Tasmania, seeks a Customer Care Team Leader to drive performance in our Contact Centre and coach frontline teams to deliver outstanding service for Momentum customers.

In this hands-on leadership role, you will lead KPI achievement, ensure compliance, and partner with Quality Assurance to embed continuous improvement, shaping Momentum’s customer experience strategy across the Australian operation.