Job Description
As a Team Leader, you will be the core tactical manager for a team of Customer Service Agents. Your primary mission is to foster a positive, high-performing culture that consistently exceeds KPIs through targeted coaching, development, and motivation. You will act as a strategic bridge, collaborating with key stakeholders to drive continuous improvement and ensure operational excellence across the contact center. We are looking for a leader who is adept at performance data analysis, confident in leading change, and committed to role-modeling the professional values that define exceptional service delivery.
About You
You are an energetic, resilient, and hands-on leader who thrives under pressure in a fast-paced environment. With a high degree of emotional intelligence, you effortlessly navigate complex team dynamics to build a culture of trust and mutual respect. You possess a proven ability to translate performance data into actionable growth strategies for your team. Driven by a focus on operational excellence, you are a natural problem-solver who can forge professional partnerships with stakeholders while effectively guiding your team through periods of change.
What You'll Be Doing
Coach & Motivate: Drive your team to exceed KPIs through positive motivation, dedicated 1:1 sessions, and tailored performance coaching plans.
Manage Performance: Oversee team productivity, managing performance and holding individuals accountable for both targets and professional behavior.
Culture & Environment: Actively foster a safe, healthy, and positive workplace through engaging cultural activities and recognition programs.
Data-Driven Leadership: Analyze team performance data to identify trends, report on outcomes, and drive continuous operational excellence.
Stakeholder Partnership: Establish professional and effective partnerships with managers, peers, and clients through clear and proactive communication.
Conflict Resolution: Utilize advanced negotiation and problem-solving skills to manage team dynamics and resolve interpersonal issues under pressure..
Lead Through Change: Guide your team through evolving processes and systems while maintaining high levels of service delivery.
What You'll Bring
A minimum of 2 years of experience in a customer service or sales environment, paired with a natural aptitude for leadership.
The ability to remain calm and objective when navigating sensitive team dynamics or interpersonal conflict
A passion for mentoring and a "people-first" approach to improving team performance and meeting KPIs
The ability to have professional, courageous conversations and build rapport with diverse stakeholders.
A knack for thinking on your feet and using initiative to resolve issues in a high-pressure environment.
Proficiency in learning new systems and the ability to analyze basic data to track team success.
An unwavering work ethic and the commitment to lead by example, consistently role-modeling professional values.
Why Join Us?
Access an unlimited mental health and well-being platform, empowering you to stay balanced and thrive both personally and professionally.
Access to everyday savings: From technology, phone bills, fuel and groceries to fashion, restaurants and entertainment. Our employee benefits provider Flare can help you save every day with well-known brands
Gain valuable Operations (Ops) experience and undergo Omni-channel training to expand your leadership toolkit.
Access training across multiple departments and business areas to broaden your professional expertise.
Choose from four available rosters to suit your lifestyle (coordinated in collaboration with your fellow Team Leaders).
Enjoy the balance of working from home up to two days per week (available after your first 6 months).
Join a "lovely" leadership team with monthly food days, fortnightly dinners, and regular breakfast and coffee catch-ups.
Participate in fun group activities like escape rooms, birthday picnics, and other annual events.
Stress-free commute with onsite parking available.
Probe CX is a global business of 9,000 team members. We believe in combining human expertise with technology to deliver exceptional results. We are a digitally-enabled and data-driven company, but first & foremost we are people-purpose led. Our team members are instrumental in delivering on our promise to provide a human touch to every interaction.