Team Leader
15 hours ago
Add expected salary to your profile for insightsAbout FoundeverWe're a global leader in the customer experience (CX) industry, supporting the world's most respected brands.
With a strong presence in Australia, we're passionate about building diverse, skilled, and motivated teams that thrive.About the Role:We are looking for an experienced and motivated Team Leader to guide a high-performing chat and voice support team.
You'll be responsible for the day-to-day coaching, performance oversight, and development of a team handling chat interactions with the potential of eventually supporting multichannel customer interactions.If you're passionate about delivering great customer experiences, thrive in a fast-paced environment, and enjoy leading a diverse team – we'd love to hear from you.Key Responsibilities:Lead, coach, and support a team of chat and voice agents to meet performance targetsMonitor daily operations and team workload across both channelsDeliver timely feedback and run regular performance check-insManage real-time queue oversight and escalation handlingIdentify process improvement opportunities and contribute to team efficiencyEnsure quality and compliance across all customer interactionsReport on KPIs, trends, and insights to managementWhat You'll Bring:Previous experience in a team leader / supervisor role in a customer support or contact centre environmentStrong leadership, communication, and coaching skillsDemonstrated success in managing chat and voice support teamsWorking knowledge of systems like Zendesk, Genesys, Salesforce, or similarAbility to analyse performance metrics and drive continuous improvementCalm, solution-focused approach to problem-solving and team supportPassion for building a positive, performance-driven team cultureExperience in high-concurrency chat environmentsUnderstanding of WFM and real-time operationsBackground in a regulated industry (e.g. finance, health, telco)You must have the right to live and work in Australia to apply for this role.
You must be willing to undergo background checks which include reference and Police checks.Unlock job insightsSalary match Number of applicants Skills matchYour application will include the following questions:Which of the following statements best describes your right to work in Australia?
Do you have a current Police Check (National Police Certificate) for employment?
Information & Communication Technology More than 10,000 employeesFoundever is a global leader in the customer experience (CX) industry.
With 170,000 associates across the globe, we're the team behind the best experiences for +750 of the world's leading and digital-first brands.
Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.Foundever is a global leader in the customer experience (CX) industry.
With 170,000 associates across the globe, we're the team behind the best experiences for +750 of the world's leading and digital-first brands.
Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.To help fast track investigation, please include here any other relevant details that prompted you to report this job ad as fraudulent / misleading / discriminatory.
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