Customer Experience Team Lead — Coach & Elevate Service

Winc; Sydney; On-site; AUD 90,000 - 125,000; Full time

Benefits offered by this job

Quarterly awards program

Team discounts

Corporate partner discounts

Job summary

Winc is seeking a Team Leader, Customer Experience to guide and develop a team of CX Agents in our Sydney contact centre. You will coach, monitor performance, and drive continuous improvement while upholding our values and inclusive culture.

In this role you will partner with the Contact Centre Manager, conduct regular performance reviews, and ensure delivery of service, quality, and productivity KPIs. A background in SAP/Salesforce/Genesys is advantageous.

Qualifications

• 3+ years' experience in Contact Centre leadership with a strong understanding of operational KPIs and performance metrics.
• Proven ability to coach, develop, and motivate team members to achieve individual and team goals.
• Experience leading and managing attendance, accountability and performance.
• Experience using SAP, Salesforce and Genesys within customer service environments.

Responsibilities

• Support the Contact Centre Manager to deliver exceptional customer outcomes and achieve team objectives.
• Act as the first point of escalation for CX Agents.
• Monitor team performance, identify trends, and provide coaching and feedback to improve results.
• Hold performance, development, and behavioural discussions in line with Winc’s values.
• Conduct regular 1:1s, half-yearly and yearly performance reviews, and maintain relevant employee records.
• Manage attendance, absenteeism, and return-to-work discussions.

Skills

Coaching & performance management

Stakeholder management

Clear communication

Analytical thinking

Tools

Microsoft Office

SAP

Salesforce

Genesys

Job description

Winc is seeking a Team Leader, Customer Experience to guide and develop a team of CX Agents in our Sydney contact centre. You will coach, monitor performance, and drive continuous improvement while upholding our values and inclusive culture.

In this role you will partner with the Contact Centre Manager, conduct regular performance reviews, and ensure delivery of service, quality, and productivity KPIs. A background in SAP/Salesforce/Genesys is advantageous.