Customer Experience Team Lead — Coaching & Impact

Winc; New South Wales; Hybrid; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Quarterly awards

Team discounts

Corporate partner discounts

Generous leave entitlements

Mental health support

Job summary

Winc is seeking a Team Leader, Customer Experience to guide a Contact Centre team in delivering outstanding customer outcomes. You will coach, mentor and assess performance, while championing a positive culture and adherence to Winc values.

You will drive service and quality metrics, support change initiatives, and partner with stakeholders to proactively resolve issues and optimize CX delivery, in a dynamic environment across Australia.

Qualifications

• 3+ years in Contact Centre leadership with KPI focus.
• Proven ability to coach, develop and motivate team members.
• Strong communication and stakeholder management skills.
• Experience supporting change initiatives in fast-paced environments.
• Analytical and problem-solving skills using business metrics.

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 and provide coaching to improve results.
• Conduct regular performance reviews and maintain employee records.
• Manage attendance, wellbeing, and return-to-work discussions.
• Ensure compliance with processes and policies, and drive improvements.

Skills

Contact centre leadership

Operational KPIs

Coaching & development

Stakeholder management

Change management

Analytical thinking

Tools

SAP

Salesforce

Genesys

Microsoft Office

Job description

Winc is seeking a Team Leader, Customer Experience to guide a Contact Centre team in delivering outstanding customer outcomes. You will coach, mentor and assess performance, while championing a positive culture and adherence to Winc values.

You will drive service and quality metrics, support change initiatives, and partner with stakeholders to proactively resolve issues and optimize CX delivery, in a dynamic environment across Australia.