4Mile is a proudly Australian-owned organisation delivering high-quality contact centre and customer engagement services to leading not-for-profit and corporate organisations across Australia and New Zealand. With a strong focus on people, technology and service excellence, we continue to grow and are seeking an experienced Senior Team Leader to join our team.
This is an exciting opportunity for a hands-on leader who enjoys coaching people, improving performance and creating a positive workplace culture.
About the Role
You will lead and support Team Leaders and frontline teams across multiple campaigns, ensuring service levels, quality standards and client expectations are consistently achieved.
You will play a key role in workforce management, employee development, performance coaching and continuous improvement initiatives.
Key Responsibilities
- Lead, mentor and support Team Leaders and sales teams
- Monitor and drive performance against KPIs and service levels
- Conduct coaching sessions, feedback meetings and performance reviews
- Support recruitment, onboarding and training activities
- Manage escalations and assist with complex customer matters
- Work closely with senior management to ensure successful outcomes
- Analyse reporting and identify opportunities for improvement
- Foster a positive, collaborative and high-performing culture
- Assist with workforce planning and roster management
- Support change initiatives and process improvements
About You
To be successful in this role, you will have:
- Previous experience in a Team Leader or Senior Team Leader role within a contact centre environment
- Robust people leadership and coaching skills
- Excellent communication and stakeholder management abilities
- Experience managing KPIs, reporting and performance improvement
- The ability to motivate teams and build a positive culture
- Strong organisational and problem-solving skills
- Confidence using multiple systems and technology platforms
- A proactive approach and willingness to support the wider business when required
Why Join 4Mile?
Join a growing Australian-owned business
Work with leading not-for-profit and corporate clients
Supportive and collaborative team environment
Opportunities for career progression and professional development
Modern North Strathfield office location
Be part of a company that values its people and recognises success
If you are an experienced leader looking for your next challenge, we would love to hear from you.
Apply now and become part of the 4Mile team.
Unlock job insights
Your application will include the following questions:
- Have you worked in a call centre before?
- Which of the following statements best describes your right to work in Australia?
- How many years' experience do you have as a Contact Centre Team Leader?
To help fast track investigation, please include here any other relevant details that prompted you to report this job ad as fraudulent / misleading / discriminatory / salary below minimum wage.
What can I earn as a Contact Centre Team Leader
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📌 Senior Team Leader – Contact Centre Operations (New South Wales)
🏢 @
📍 New South Wales
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