Contact Team Lead

20 hours ago

Perth, Western Australia BeMoved Full time $80,000 - $120,000 per year
BeMoved Contact Centre Team Lead

BeMoved is a fast-growing online platform empowering consumers to connect and compare their utilities. Our dedication to quality and customer engagement has made us a leader in the industry.

We are seeking an experienced, high-performing Contact Centre Team Lead with a passion for people development, a clear drive for performance metrics, and a genuine can-do attitude who will thrive in a fast-paced, growing technology company.

Reporting to the Head of Retail Growth, you will be a methodical and empowering professional charged with onboarding, coaching, and leading our Voice Support team to deliver exceptional customer engagement and meet strategic growth objectives.

Reporting to:Head of Retail Growth

Required Skills
  • People Leadership & Coaching: Proven experience (2+ years) as a Team Leader or Supervisor in a high-volume Contact Centre environment. Demonstrated ability to coach, motivate, and manage individual performance to meet sales and service KPIs.
  • Performance Analysis & Problem-Solving: Excellent analytical ability to interpret performance data (e.g., AHT, CSAT, Conversion) and define clear, data-driven solutions for improvement.
  • Operational Execution: Strong organisational and project-management skills; ability to prioritise daily operations, manage competing demands, and ensure accountability across the team.
  • System Proficiency: Strong user knowledge of CRM systems (HubSpot or similar), cloud telephony software, and advanced proficiency in spreadsheets for data analysis and reporting.
  • Compliance & Detail Orientation: High attention to detail for process documentation and maintaining strict adherence to company policy and industry/regulatory compliance.
Desirable Skills
  • Technical & Industry Knowledge: Understanding of SaaS/technology environments and a background in energy retail products or utilities comparison.
  • Stakeholder Management: Experience fostering strong relationships and effective communication with external retail partners or internal cross-functional teams (Product, Engineering).
  • Formal Training/QA Experience: Experience designing or delivering formal training, or a strong background in contact centre Quality Assurance (QA) practices.
  • Productivity Tools: Proficiency with Google Workspace and/or project management tools (e.g., Asana, Jira).
Key Responsibilities
  • Coach and mentor a team of Contact Centre agents, providing regular 1:1 performance feedback, call quality assessments, and development plans to drive individual and team success.
  • Manage and optimise the sales and service pipeline, ensuring effective tracking and progression of leads through each stage of the conversion journey - from initial contact to qualified opportunity and closed sale.
  • Monitor lead response times, follow-up cadence, and call outcomes to identify gaps and opportunities to increase conversion efficiency.
  • Drive and manage team performance against key contact centre metrics (e.g., Quality Scores, Customer Satisfaction (CSAT), Average Handling Time (AHT), Conversion Rate).
  • Handle escalated customer inquiries and complex issues swiftly and effectively, serving as the subject matter expert and ultimate point of resolution.
  • Manage daily team operations, including rosters, shift adherence, and resource allocation to ensure service levels are consistently met across the voice channel.
  • Conduct new hire onboarding and ongoing training on product knowledge, systems, sales techniques, policy, and compliance.
Culture fit

  • Bias for action.

  • Ability to work in a fast-paced environment with a sense of urgency and accountability.

  • Clear communicator who can engage with stakeholders at a range of levels.

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