Senior Contact Centre Leader - Elevate CX & Team Growth

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

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.