Contact Center Team Lead

3 weeks ago

Melbourne, Victoria, Australia Ingenico Full time

Add expected salary to your profile for insights

Role Type: Hybrid - 4 days at the office and 1 day to work from home

The Contact Centre Team Leader is responsible for leading, coaching, and supporting a team of customer service agents to deliver outstanding service and achieve performance targets. This role plays a critical part in driving team performance, enhancing customer experience, and ensuring operational efficiency within the contact center

Directo Reports: ContactCentre Agents (Level 1 / Level 2) Up to20 people

Key Responsibilities & Duties

Supervise day-to-day operations of the team to ensure SLAs and KPIs are met.

Motivate, coach, and develop team members through regular 1:1s, feedback, and performance reviews.

Manage scheduling, breaks, attendance and adherence to ensure adequate coverage.

Improving business performance and processes

Performance Management:

Monitor individual and team performance using dashboards and reporting tools.

Identify trends and areas for improvement; implement action plans to improve performance.

Communication and Collaboration:

Serve as a key liaison between team members and management.

Collaborate with other units such as HR, Training, QA, etc.

Communicate policy updates, process changes, and performance insights clearly to the team.

Involvement in operations wide projects and initiatives

Analytical and Reporting Tasks:

Analyse team metrics and customer data to identify performance gaps, process inefficiencies, and opportunities for improvement.

Use insights to proactively adjust coaching strategies and workflow management.

Provide regular performance and trend reports to management with actionable recommendations.

Reporting and Administration:

Provide regular reports on team performance, absenteeism, and any issues affecting service delivery.

Ensure adherence to company policies, including compliance, data security, and health & safety.

Customer Experience:

Ensure all customer interactions are handled professionally, promptly, and in line with company standards.

Support escalation resolution and handle complex or sensitive customer issues when necessary

Drive a culture of customer-first thinking and continuous improvement.

Proven experience in a contact center environment in a leadership position, Team Lead or above.

Strong analytical and problem-solving abilities.

Strong people management and coaching skills.

Excellent communication and interpersonal skills.

Proficiency in using contact centre systems and tools (e.g., CRM, telephony platforms, omni-channel, QA systems).

Ability to work under pressure and adapt in a fast-paced environment.

Understanding of and ability to manage key contact centre metrics (e.g., AHT, SLA, FCR, CSAT).

Preferred Qualifications:

Experience with AWS Connect, Genesys, Salesforce

Background in Tech Support

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What can I earn as a Contact Centre Team Leader

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