Contact Centre Team Leader

Audika is part of Demant, a world-leading hearing healthcare group that offers solutions and services to help people with hearing loss. Worldwide the group employs more than 22,000 staff in more than 30 countries and distributes hearing healthcare and intelligent audio solutions to people in more than 130 countries.

In Australia, Audika has over 350 clinics who provide hearing services to our valued clients. We strive to put hearing care on the health care agenda and to improve the quality of life of people living with hearing loss.

Responsibilities

As part of the Contact Centre team, the purpose of this position is to build, lead, coach, and develop the Customer Care Representatives to achieve their set monthly appointment targets and quality standards. The role has a strong focus on cultivating a high-performance, learning-driven culture through structured coaching, continuous training, and development initiatives, while ensuring adherence to company policies and procedures.

Leadership & Coaching: Lead, inspire, and coach Customer Care Representatives through regular one‑on‑ones, skill development, and performance management, fostering a culture of continuous learning and professionalism.

Training & Development: Design and deliver tailored training programs, workshops, and onboarding support to close skill gaps and improve team capabilities.

Call Quality Oversight: Own and improve call quality through monitoring, feedback, coaching, and collaboration with QA teams to enhance customer experience and objection handling.

Performance Management: Set clear expectations, conduct performance reviews, and implement development plans to ensure alignment with service standards and company goals.

Operational Execution: Oversee daily workflow aligned with campaign plans, collaborate with key stakeholders for effective sales forecasting and campaign delivery.

Cross-functional Collaboration: Work closely with Marketing, People & Culture, and other departments to support recruitment, onboarding, training documentation, and continuous improvement initiatives.

You'll be successful in this role if you have:

- Minimum of 3 years of prior experience in a coaching- and training-oriented leadership role within a contact centre (essential).
- Training or coaching certifications (desired but not required).
- Proven ability to coach, mentor, and develop high-performing teams.
- Strong facilitation and training design/delivery skills.
- Excellent communication and interpersonal abilities.
- Commitment to continuous improvement and learning.
- Effective time management and organisational skills.
- Proficiency with call quality systems and feedback platforms.
- In-depth understanding of contact centre operations and sales processes.
- Sound knowledge of coaching frameworks, adult learning principles, and performance management practices.

What's in it for you:

- Permanent Full Time role in an established global organisation
- Competitive salary and benefits package
- Supportive and collaborative work environment
- Professional development through clear career path and professional training
- MyRewards program – a program that offers discounts to more than 300 retailers and services across Australia
- Online Wellbeing centre – a platform offering activities, workouts, meditations, nutritional and financial advice – everything you need to live a healthier and happier life
- Employee Assistance Program
- Birthday and Christmas gifts

Our Values:

Audika is proud to have a diverse and inclusive culture that acknowledges and respects our employees.

We are a team of professionals who bring the importance of sound to life and connect our clients through our hearing products.

We believe that it all starts from our employees, who make this happen. We are led by our values, which shape a supportive and encouraging culture where everyone can thrive and succeed.

We create trust We are Team-players We create innovative solutions We apply a can-do attitude in everything we do.

About Audika Group

The Audika Group is the hearing care division of Demant and we are one of the world/'s leading hearing care retailers with more than 3,500 clinics in 25 markets. If you join our team, you are guaranteed an inspiring and motivating working environment in a highly international environment. You will work with a variety of different countries, cultures and perspectives, in close collaboration with amazing and committed colleagues.

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