About the Role Are you ready to take the next step in your career and lead a team, we need a natural leader with a passion for people. We're looking for a Contact Centre Team Lead to help launch and guide a team delivering energy efficiency solutions as part of an exciting new government-backed program. As the Team Lead, you will play a pivotal role in supporting the setup and daily operations of our contact centre. You will lead by example - coaching staff, monitoring performance, and ensuring our team delivers exceptional service to households and businesses across Victoria. This is a hands-on leadership role based in our Doncaster office, working closely with both the contact centre and broader program teams. Key Responsibilities Support the Contact Centre Manager in establishing a new team Help develop and implement processes and procedures Lead, coach, and motivate a team of contact centre agents Monitor performance and provide regular feedback and training Ensure high-quality customer interactions and service delivery Help refine scripts, workflows, and KPIs to drive success Foster a positive, collaborative, and purpose-driven team culture What We're Looking For Proven experience in a contact centre or customer service role Strong communication and customer centric approach Ability to coach and develop team members A proactive, hands-on approach with a focus on finding solutions Passion for sustainability and community impact Sales or outbound calling experience is a plus Why Join Us? Be part of a meaningful initiative making a real difference Help shape a new team and culture from the ground up Work in a supportive, collaborative, and energetic environment If you love assisting team members and have great attention to this is the role for you! *Please note that as part of the recruitment process you will be required to complete a criminal background check
