Team Leader

1 month ago


Melbourne, Victoria, Australia Probe CX Full time

At Probe CX, we're passionate about delivering exceptional customer experiences. We're seeking a skilled Team Leader to join our team and help us achieve our goals.

About the Role

The Team Leader will be responsible for leading a team of Customer Care agents, ensuring they meet contractual KPIs and providing coaching and support to help them grow and develop. The successful candidate will also be responsible for responding to client requests, feedback, and reports in a timely manner.

Key Responsibilities:

  • Lead and motivate a team of Customer Care agents to deliver exceptional customer experiences
  • Provide coaching and support to help team members improve their performance and achieve their goals
  • Respond to client requests, feedback, and reports in a timely manner
  • Contribute to the medium-long term health of the team and contact centre
  • Conduct regular effective one-on-ones and team meetings
  • Assist with onboarding new staff
  • Maintain and develop relevant knowledge of campaign products and systems
  • Ensure clear, constructive, and timely communication with key stakeholders
  • Implement and support cultural activities and reward and recognition programs

Key Skills and Attributes Required:

  • Experience in leading and motivating a team
  • People management skills
  • Ability to coach and performance manage staff
  • Experience working with clients
  • A strong customer experience focus
  • The ambition to strive for excellence - for yourself, your team, and your centre

Culture & Benefits

  • Competitive hourly rate and On Target Earnings, based on achieving KPIs
  • Enjoy unlimited access to a trusted mental health and wellbeing platform
  • Be part of a supportive, engaging, and highly interactive environment
  • Join a multiple award-winning customer experience organization with over 40 years of experience

At Probe CX, we believe that the strength of our company lies with the diversity and talent of our people. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, making room for opportunities for each individual to thrive.


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