Senior Call Centre Training Lead: Maximise Inbound Bookings

seek.com.au; Sydney; On-site; AUD 125,000 - 150,000; Full time

Benefits offered by this job

$125,000 base salary

Up to $20,000 annual performance bonus

12% superannuation

National influence training role

Professional office in Mascot

Job summary

Seek is hiring a Call Centre Training Manager in Mascot to develop a highly trained, confident team for plumbing, electrical and HVAC enquiries. You will monitor calls, deliver structured training and continuously improve CSR performance across our national operations.

The role is hands-on, with coaching, script development and KPI-driven training to maximise genuine enquiries into bookings.

Qualifications

• Demonstrated experience as a call-centre trainer, sales trainer or quality coach.
• Experience training high-volume inbound booking or telephone sales teams.
• Proven ability to improve employee performance and booking conversion.

Responsibilities

• Develop and deliver structured induction training for new call-centre employees.
• Create and maintain ongoing training programs for existing CSRs.
• Monitor live and recorded inbound calls across all states and divisions.
• Assess call quality, booking performance and compliance with processes.
• Provide immediate coaching and feedback to CSRs.
• Deliver coaching, training and live floor support.
• Develop call-handling scripts and performance scorecards.
• Train CSRs to identify trade/service requirements and secure bookings.
• Collaborate with Call Centre Management, Marketing, Dispatch and Operations.

Skills

Call centre training

Coaching

Sales trainer

Performance coaching

CRM knowledge

Education

Certificate IV in Training and Assessment

Tools

ServiceTitan

CRM platforms

Job description

Seek is hiring a Call Centre Training Manager in Mascot to develop a highly trained, confident team for plumbing, electrical and HVAC enquiries. You will monitor calls, deliver structured training and continuously improve CSR performance across our national operations.

The role is hands-on, with coaching, script development and KPI-driven training to maximise genuine enquiries into bookings.