Senior Contact Centre Lead

Concentrix; Gold Coast City; On-site; AUD 90,000 - 120,000; Full time

Job summary

Concentrix on the Gold Coast is seeking a Senior Contact Centre Lead to drive customer experience and performance across multiple teams. You will lead leaders, coach staff, and oversee end-to-end operations with a focus on service delivery, productivity and client outcomes.

You will steer workforce planning, monitor key metrics, and build strong client partnerships while ensuring compliance and staff wellbeing in a fast-paced environment.

Qualifications

• Proven ability to lead, motivate and develop high-performing teams while achieving operational objectives.
• Strong strategic planning, communication and stakeholder management skills, with the ability to build effective working relationships.
• Demonstrated capability to manage competing priorities, oversee financial considerations and proactively identify and elevate risks when required.
• High attention to detail, advanced computer proficiency and a strong commitment to compliance, supported by sound judgement, empathy and confidence in managing performance and disciplinary matters professionally.

Responsibilities

• Lead, coach and develop Team Leaders through regular one-on-one meetings, performance feedback, career development discussions and team engagement activities.
• Coordinate daily operations across multiple teams, setting priorities and providing guidance to ensure service delivery, productivity and performance targets are achieved.
• Monitor operational, customer, people and financial metrics, identifying trends and implementing improvement initiatives in collaboration with key stakeholders.
• Build and maintain strong client relationships through regular communication, business reviews and proactive management of issues, risks and agreed actions.
• Manage workforce, attendance, performance and behavioural matters, ensuring compliance with Concentrix policies, procedures and client expectations.
• Oversee employee lifecycle activities, including onboarding, offboarding, payroll and system administration, training completion, and employee wellbeing, safety and compliance requirements.

Skills

Team Leadership

Operations Management

Performance Metrics

Client Relationships

Workforce Management

Employee Lifecycle

Job description

We're looking for Senior Contact Centre Lead who is passionate about customer experience, team development, and continuous improvement. In this role, you'll lead a diverse contact centre operation, driving performance across people, processes, systems, customer outcomes, and financial targets.

Success in this role requires strong leadership, commercial acumen, and the ability to balance competing priorities while delivering exceptional results for our clients, employees, and customers in a fast-paced and complex environment.

What you'll do:

Lead, coach and develop Team Leaders through regular one-on-one meetings, performance feedback, career development discussions and team engagement activities.

Coordinate daily operations across multiple teams, setting priorities and providing guidance to ensure service delivery, productivity and performance targets are achieved.

Monitor operational, customer, people and financial metrics, identifying trends and implementing improvement initiatives in collaboration with key stakeholders.

Build and maintain strong client relationships through regular communication, business reviews and proactive management of issues, risks and agreed actions.

Manage workforce, attendance, performance and behavioural matters, ensuring compliance with Concentrix policies, procedures and client expectations.

Oversee employee lifecycle activities, including onboarding, offboarding, payroll and system administration, training completion, and employee wellbeing, safety and compliance requirements.

What you bring:

Proven ability to lead, motivate and develop high-performing teams while achieving operational objectives.

Strong strategic planning, communication and stakeholder management skills, with the ability to build effective working relationships.

Demonstrated capability to manage competing priorities, oversee financial considerations and proactively identify and elevate risks when required.

High attention to detail, advanced computer proficiency and a strong commitment to compliance, supported by sound judgement, empathy and confidence in managing performance and disciplinary matters professionally.

Why Concentrix?

As a diverse global organisation supporting 450+ leading brands, we create meaningful customer experiences that drive loyalty, market differentiation, and long-term business success.

20,000+ LinkedIn Learning courses and real career pathways to grow and develop your skills

Flexibility by design plus 24/7 wellbeing support via Sonder

Leaders who genuinely care and recognition that's real

For you and your community:

We deliver massive impacts for our clients, staff, and the world through our ESG - Environmental, Social and Governance commitments including World Clean Up Day, #MyOneEarthPromise and other opportunities to support our communities and world.