Contact Center Team Lead

1 day ago

Brisbane, Queensland, Australia Europ Assistance Australia and New Zealand Full time $70,000 - $120,000 per year
  • Flexible working options that suit you
  • Opportunities for career development in a rapidly growing organisation
  • Centrally located offices, great food & transport options

As a Team Leader in EA's Sales & Service Call Centre, you'll be at the heart of inspiring and guiding a high-performing team. This role is all about leading with energy, driving results, and creating an environment where agents thrive and customers receive consistently excellent service.

About Us

For more than 60 years, we've been dedicated to supporting travellers on their adventures, offering exceptional care and 24/7 medical assistance. Our world class travel insurance products, backed by a global network of medical and assistance providers, have helped more than
1.3 million travellers
with an average of more than 13 repatriations a day around the world, caring for people in the moments that matter most.

About the Role

As a Call Centre Leader, you'll blend strong people leadership with sharp operational oversight, ensuring your team hits KPIs while staying motivated, supported, and engaged. From coaching agents to managing workflows, solving operational challenges, and championing continuous improvement, your leadership will shape both customer satisfaction and team success.

What You'll Be Doing

As a Call Centre Team Leader, you'll:

  • Lead, coach, and motivate
    a cohesive and high-performing Team to exceed sales and service targets.
  • Oversee day-to-day operations
    , resource planning, and performance reviews.
  • Play a key role in continuous improvement,
    driving quality and making sure compliance standards are met.
  • Enable your team to thrive,
    fostering a positive team culture where learning, collaboration, and engagement thrive.
  • Act as the vital link between frontline teams and senior leadership
    , sharing insights and resolving escalations.
  • Model safe, ethical, and compliant practices-
    with a focus on well-being, risk management, and adherence to company policies.

What We're Looking For

  • Proven leadership experience in a call centre or customer service setting.
  • A strong record of hitting team KPIs and building high-performing teams.
  • Excellent coaching, communication, and conflict resolution skills.
  • Confidence in call centre systems like Genesys plus the ability to juggle priorities under pressure.
  • Experience in travel or insurance (highly desirable).
  • Integrity, resilience, and a forward-thinking mindset.
  • Passion for motivating others and building capability.
  • Highly developed interpersonal, communication (written and verbal) and negotiation skills.

What's in it for you?

By joining Europ Assistance, you'll be part of a rapidly growing and successful Global organisation. You will also enjoy:

  • Rewards, recognition and great social events
  • team recognition programs, company bonus scheme and regular social events.
  • Genuine flexibility-
    options for hybrid, full-time, and tailored arrangements—designed to help you achieve the balance that works best for you.
  • Unrivalled career and development opportunities-
    ongoing training to sharpen your skills and product knowledge.
  • Modern, centrally located offices with
    exceptional transport connections
    . Plenty of local restaurants with Southbank on your doorstep and Brisbane City just minutes away.
  • An exciting, enthusiastic and
    supportive team culture to give you everything you need to succeed
    .

This is an exciting opportunity for a driven leader who thrives on making a difference—elevating both people and performance while delivering outstanding experiences to customers.

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