Contact Centre Team Leader

Job Description

As a Contact Centre Team Leader within our Business Care team, you will lead a team of customer service professionals who support our Business customers across service, billing, technical support, retention, and growth enquiries. This is a hands-on people leadership role focused on coaching, capability development, team performance, and delivering exceptional customer outcomes. We know that great customer experiences start with great people, which is why our team leaders play such an important role in developing, supporting, and empowering our teams to succeed. 

What You’ll Do | Your day to day will consist of 

• Lead, coach, and develop a Business Care team to deliver exceptional customer experiences. 

• Provide real-time coaching, feedback, and support to build capability, confidence, and performance. 

• Foster a customer-first culture focused on ownership, problem resolution, and customer advocacy. 

• Support your team with complex customer enquiries, escalations, and retention conversations. 

• Use performance insights, quality results, and customer feedback to drive continuous improvement. 

• Manage team engagement, performance, attendance, and development planning. 

• Partner with teams across the business to improve customer and business outcomes. 

What You Bring | What makes you perfect for the role? 

• Previous people leadership experience within a contact centre, customer service, or service delivery environment. 

• A genuine passion for coaching, mentoring, and developing people. 

• Excellent communication and leadership skills. 

• Strong problem-solving skills and confidence managing customer escalations and complex situations. 

• A customer-first mindset and a commitment to delivering outstanding service through your team. 

• Resilience, adaptability, and the ability to lead in a fast-paced environment. 

• Experience within telecommunications or other highly regulated environments is preferred.  

The good stuff…. | What’s in it for you? 

• Competitive remuneration and colleague discounts. Make life easier (and more affordable) with $80 monthly credit and 25% off Optus products and outstanding shopping discounts with our retail partners. 

• Flexible working arrangements with opportunities to work three days in the office, two days remote or home. 

• Competitive leave policies, including additional ‘Connected’ days to focus on culture, family, health, community, or whatever’s important to you. 

• We support growing families with inclusive, carer-neutral paid Parental Leave of up to 16 weeks. 

• Build meaningful connections through colleague-led networks and diversity initiatives including Culture Connect, Elevate Women, Disability Network and Express Yourself (LGBTQIA+). 

• Put your wellbeing first with free access to counselling and support services, 24/7 — in-person, by phone, SMS, or video. 

Are you interested in this position?
Apply by clicking on the “Apply Now” button below!
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