Team Leader

3 days ago

Melbourne, Australia Probe CX Full time

The Team Leader plays a pivotal role in guiding, assisting, and nurturing a group of Inbound Solar Energy Sales Agents and Customer Service Agents. This team serves as the initial point of contact for our client, to deliver smart energy solutions through trusted, solution-focused conversations.

This role combines team and portfolio management with a strong coaching mindset, operational execution, and compliance oversight to ensure both exceptional customer experiences and achievement of commercial objectives.

**Key Details**:

- Full Time | Monday to Friday | 8:30am to 5:30pm
- Melbourne CBD

**Key Responsibilities**:

- Provide daily coaching and feedback on consultative sales techniques, product knowledge, and customer service.
- Conduct regular 1:1s, call reviews, and development planning tailored to agent performance and potential.
- Champion training initiatives and support agents during onboarding and upskilling.
- Oversee scheduling, real-time support, adherence, and queue management.
- Monitor daily performance dashboards, ensuring KPIs are met across sales conversion, service quality, AHT, compliance, and customer satisfaction.
- Drive achievement of monthly appointment/sales targets and quality service outcomes.
- Recommend reporting and business initiatives to improve overall performance
- Ensure all customer interactions meet brand standards and compliance requirements (Clean Energy Council & NETCC).

**About you**:

- Experienced Sales Team Leader (energy or solar preferred).
- Background in inbound campaigns with both sales and service objectives.
- Familiarity with compliance standards in the clean energy sector.
- Experience managing hybrid (sales + CX) teams is advantageous.

Probe CX firmly believes 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.

At Probe CX equality is not merely a slogan - it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating you and your 100%

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