What a Team Leader Does at Probe CX

You will be the heartbeat of your team, driving performance while maintaining a highly supportive and engaging culture. Your day-to-day will involve:

- Coaching & Mentoring: Delivering constructive feedback, conducting side‑by‑side call listening, and empowering your agents to reach their full potential.
- Performance Management: Tracking daily KPI metrics, monitoring real‑time productivity, and ensuring exceptional quality assurance.
- Culture Building: Implementing reward and recognition programs to keep team morale high and engagement thriving.
- Stakeholder Collaboration: Acting as the bridge between your team, senior management, and corporate clients to smoothly execute campaign goals.

What We Are Looking For

- Sales & Growth: A track record of driving targets, engaging teams to smash KPIs, and fostering a high‑performance, competitive yet supportive sales culture.
- Customer Service Excellence: A passion for first‑contact resolution, net promoter scores (NPS), and cultivating a customer‑centric mindset.
- Collections & Hardship: A balanced approach to complex conversations, combining strong negotiation skills with deep empathy, resilience, and strict adherence to compliance and regulatory guidelines.

General Requirements

- Proven experience as a Team Leader or Supervisor within a fast‑paced contact centre environment.
- A naturally empathetic leadership style focused on staff development, mental well‑being,



and positive reinforcement.
- Strong analytical skills with the ability to interpret data, identify performance gaps, and implement action plans.
- Excellent communication and problem‑solving skills, with the flexibility to adapt to changing campaign requirements.

Why You’ll Love Working With Us

Probe CX is a global business of 9,000 team members that combines human expertise with technology to deliver exceptional results. We are digitally‑enabled and data‑driven, but first and foremost we are people‑purpose‑led.

Benefits include:

- An award‑winning culture that values diversity, inclusion, and respect.
- Genuine career growth opportunities with strong professional development support.
- Work‑life balance through balanced rosters and modern, fun‑filled office environments.
- Tech‑driven tools, including state‑of‑the‑art CX platforms and AI integrations, to make your job easier and more impactful.
- Commitment to an inclusive workplace that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds.

Equal Opportunity Employer Statement

Probe CX firmly believes the strength of our company lies in the diversity and talent of our people. We foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds, providing space for everyone to thrive.

#J-18808-Ljbffr

📌 Expression of Interest: Contact Centre Team Leaders (Melbourne)
🏢 Theprobegroup
📍 Melbourne