Contact Centre Team Leader (Telecommunications)

TL;DR

Contact Centre Team Leader (Telecommunications): Leading and developing a team of customer service professionals to support business customers with an accent on coaching, performance management, and customer advocacy. Focus on improving team capability, resolving complex escalations, and driving continuous improvement using performance insights.

Location: Hybrid (South Australia) — 3 days in office, 2 days remote

Company

hirify.global is an Australian telecommunications company delivering mobile, broadband, and digital solutions to over 11 million customers.

What you will do

• Lead, coach, and develop a Business Care team to deliver exceptional customer experiences.
• Provide real-time coaching and feedback to build team capability and performance.
• Handle complex customer enquiries, escalations, and retention conversations.
• Utilize performance insights and customer feedback to drive continuous improvement.
• Manage team engagement, attendance, and development planning.
• Collaborate with cross-functional teams to improve business and customer outcomes.

Requirements

• Previous people leadership experience in a contact centre or customer service environment.
• Strong passion for coaching, mentoring, and people development.
• Excellent communication and leadership skills.
• Proven ability to manage complex customer escalations and solve problems.
• Resilience and adaptability to lead in a fast-paced environment.
• Must be based in or have the right to work in South Australia (SA)

Nice to have

• Experience within the telecommunications industry or other highly regulated environments.

Culture & Benefits

• Flexible working arrangements with a hybrid model (3 days office, 2 days remote).
• Competitive remuneration, including $80 monthly credit and 25% off hirify.global products.
• Inclusive leave policies, including 'Connected' days and up to 16 weeks of paid parental leave.
• Access to diversity networks including Culture Connect, Elevate Women, and LGBTQIA+ initiatives.
• Free 24/7 access to professional counselling and wellbeing support services.