Call Centre Team Leader

**About us**

You’ve probably heard of Coates or seen our orange hire equipment on job sites around Australia. But we’re more than just scissor lifts and diggers. We’re an end-to-end solutions company operating across five key areas: Equipment Hire; Engineering Solutions; Industrial Solutions; Power & HVAC; and Training.

We’re proudly Australian-owned, with a long history of supporting customers to deliver major projects, and an exciting future focused on digital transformation, sustainability and growth.

At Coates, we understand that we’re nothing without great people. So, you don’t just work for us, we work for you. We’re here to support and equip you with great training and development, flexible work options and a positive team environment to help you build your career from the ground up or take it to the next level.

**Your new role awaits**

This newly created position of National Operations Centre Team Leader (Outbound) will report directly to the National Operations Centre (NOC) Manager.

You and your team will be based out of Coates' brand new corporate headquarters in Mascot, a short 2-3min walk from Mascot train station.

You will be responsible for the support and ongoing development of your team’s sales capability and knowledge of Coates. If you take on this role, you will lead the NOC Outbound team to success by:

- Managing daily operations and maintaining service levels
- Ensuring your team maintains accurate CRM records
- Utilising best practice coaching methodology to improve sales and customer experience
- Conducting regular coaching and feedback sessions with team members
- Trend reporting analysis to identify and adjust coaching opportunities to improve outcomes
- Support continuous improvement initiatives and change management practices across the NOC, for sales processes, procedures and systems, and future technology that will drive support digital service outcomes

**What you’ll bring to the role**
- Demonstrated experience in leading Contact Centre teams
- Demonstrated experience in people management, training, and coaching
- Qualifications or Diploma in leadership and/or Training

**What you’ll get in return**

As part of our team, you’ll enjoy a range of perks and benefits including:

- Salary based on your experience and skills
- Permanent contract
- Full-time Monday to Friday
- Training and development to advance your career
- Flexible working arrangements to help you balance your work life with your home life
- Training and development to help build your career and equip you for success.
- Purchased extra leave program if you want some more time to do the things you love
- Discounted hire equipment so you can finally finish that home reno job
- Supportive and inclusive team culture that empowers you to do your best work
- Employee Assistance Program (EAP) for professional and confidential counselling and support
- Volunteering opportunities through the Coates Foundation so you can connect to your community

**Why Coates?**

At Coates, we know that people, organisations, and communities thrive when everyone feels valued and included. So, we’re proud to be implementing our second Reconciliation Action Plan (RAP) and working to continually improve gender representation and the development of our future female leaders via our annual LEAP program.

Safety always comes first at Coates. Our safety-driven processes and policies aim to ensure all stakeholders go to work and return home safely to their families and communities.

And to deliver on our wider people and planet responsibilities, we’re committed to achieving net-zero greenhouse gas emissions and supporting our national charities and local communities through the Coates Foundation.

Curious about what it’s like to work at Coates? To learn more, visit and read our employees’ stories on LinkedIn.

**Ready to apply?**

Diversity and inclusion are at the heart of our culture. We’re committed to continually increasing the diversity of our workforce, including leadership levels. We actively encourage all people to apply.

**Coates. **Equipped for you