About the Role:
This is a fantastic opportunity for an experienced Contact Centre Team Leader to step into a pivotal role within a purpose-driven organisation focused on saving lives, helping women and the trans gender community across Victoria. This role is a 12-month fixed term contract, with strong potential to become permanent. Based in Carlton, you’ll lead a team in a highly operational environment, ensuring exceptional service delivery while coaching and developing staff across performance and engagement.
Leadership: Manage a team of ~15 (mix of part-time and casual staff), fostering a supportive and high-performing culture.
Coaching & Development: Provide ongoing coaching, conduct regular one-on-ones, and lead performance conversations to drive engagement and capability.
Operational Management: Oversee daily contact centre operations, including KPIs, call quality, rostering, and escalations.
Process Management: Work within a manual, process-driven environment, ensuring accuracy across reporting, payroll, and administrative tasks.
Team Engagement: Contribute to a positive, inclusive culture across a diverse workforce, including long-tenured employees, and support team-wide initiatives and events.
About You:
You’re a hands-on, adaptable leader who thrives in a fast-paced contact centre environment. You bring a balance of people leadership and operational capability, and enjoy being close to the day-to-day running of a team.
- Proven experience in a Contact Centre Team Leader role
- Strong understanding of contact centre metrics, QA, and performance management
- Confident coaching and developing team members across varying experience levels
- Comfortable working with data, reporting, and manual processes
- Strong communication skills, with the ability to engage a diverse workforce
- Ability to manage competing priorities in an admin-heavy environment
- Experience within not-for-profit (desirable, not essential)
Join a supportive, values-led organisation where your leadership will make a genuine impact.
- Salary of $83,000 – $85,000 + 12% super + salary packaging
- Hybrid working available after probation (4 days office / 1 WFH)
- Fortnightly pay cycle + annual salary reviews (~3% via EBA)
- Onsite parking available
- Be part of a purpose-driven organisation with a strong community focus
- Enjoy a collaborative team culture with regular engagement initiatives, including:
- Monthly team meetings with catered food
- Celebrations (IWD, Harmony Day, milestones, birthdays)
- Modern office environment in Carlton
