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.