Contact Center Team Lead

2 weeks ago

Melbourne, Victoria, Australia Ingenico Full time

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.

Direct Reports: Contact Centre Agents (Level 1 / Level 2) Up to 20 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 center 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 center metrics (e.g., AHT, SLA, FCR, CSAT).

Preferred Qualifications:

  • Experience with AWS Connect, Genesys, Salesforce
  • Background in Tech Support
Seniority level
  • Mid-Senior level
Employment type
  • Full-time
Job function
  • Customer Service
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