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Team Leader - Operations

Mid levelSeniorFull-timeHybridModbury SA 5092, AustraliaPosted 1 week agoVerified 2 weeks ago
Pending fitX of Y criteria met

About the job

This job is about leading a high-performing team in a Federal Government contact centre, where security and professionalism are paramount. The impact of this role is significant, as it involves ensuring that customer service is delivered effectively while supporting the development of future leaders. The team values collaboration, accountability, and a commitment to continuous improvement.

Meet the team

About the company

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You'll be responsible for

👨‍👩‍👧‍👦

Leading a team

Lead a team in a high-volume contact centre environment to achieve performance, quality, and customer outcomes.
📊

Managing KPIs

Use data and reporting to manage KPIs, identify risks early, and drive sustained improvement.
🏆

Coaching performance

Coach team performance with clarity and consistency, addressing underperformance directly and constructively.

Key criteria

📞

Contact centre leadership experience

Proven experience leading teams in a contact centre environment.

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📊

KPI management skills

Demonstrated ability to manage and drive performance against KPIs.

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🗣️

Coaching and performance management

Experience leading structured coaching and performance conversations.

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A meaningful career starts with a match

Think you're a good fit?See what the hiring team are looking for

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5 criteria for this job
Contact centre leadership experience
Proven experience leading teams in a contact centre environment.

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KPI management skills
Demonstrated ability to manage and drive performance against KPIs.

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Coaching and performance management
Experience leading structured coaching and performance conversations.

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Data-driven decision making
Confidence using data and reporting for operational insights.

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Regulated environment experience
Experience in a compliance-driven or security-sensitive setting.

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