Contact Centre Team Leader

Optus is an Australian telecommunications company, delivering more than 11 million services to our customers every day across mobile, broadband and digital solutions.

We’re looking for a Team Leader to inspire a team of consultants within our Global Contact Centre. This role is all about creating exceptional, compliant customer experiences by coaching and mentoring your team to deliver personalised support across all Optus products. You’ll play a key role in driving a customer-first culture, fostering continuous improvement, and building a high-performing team that champions our customers.

The team will be universally skilled to give them the ability to respond to any customer enquiry type end-to-end from their service and billing related queries. Using a mixture of communication mediums including voice and messaging, the team will be comfortable dealing with customer enquiries no matter what the channel is. 

You will be influential and a key part of delivering our new ways of working. We’re turning a page and starting a new era in the exceptional customer first landscape.

As the team leader you will require strong leadership, a passion for change and an ability to develop coaching strategies to drive accountability and a high performing team. They will be required to coordinate, cooperate and collaborate with other leaders to achieve centre health goals. 

What You’ll Do: 

• Lead and coach the team to achieve performance goals and deliver exceptional customer experiences. 

• Minimise critical issues through effective coaching and support. 

• Drive a customer-centric culture and cultivate continuous improvement. 

• Recruit, train, and develop talent while improving quality, productivity, and efficiency. 

• Use metrics and insights to guide performance and resolve issues. 

• Build strong relationships and collaborate across teams for seamless customer experiences. 

• Inspire and retain team members through recognition, coaching, and career development. 

• Drive a high-performance, customer-focused culture and manage change. 

• Maintain product knowledge and effective communication across departments. 

• Prioritise tasks under pressure and handle complex issues creatively. 

• Ensure team members have tools and cross-training for flexibility. 

• Anticipate service gaps and implement proactive solutions. 

• Manage diverse stakeholders with conflicting priorities. 

What You Bring:  

• Leadership: experience leading teams in high-volume digital customer service environments, with a proven ability to coach for success and build high-performing teams. 

• Communication Skills: Excellent listening, written, and verbal communication skills, with confidence in engaging and presenting to senior leaders. 

• Organisational Strength: Strong time-management and ability to handle multiple priorities, projects, and customer enquiries simultaneously. 

• Adaptability & Judgment: Comfortable with constant change, exercising sound judgment and discretion in decision-making. 

• Influencing & Relationship Management: Skilled at building strong relationships and influencing stakeholders to drive outcomes. 

What's in it for you? 

• Competitive remuneration and colleague discounts. Make life easier (and more affordable) with $80 monthly credit and 25% off Optus products and outstanding shopping discounts with our retail partners. 

• Competitive leave policies, including additional 'Connected' days to focus on culture, family, health, community, or whatever's important to you. 

• We support growing families with inclusive, carer-neutral paid Parental Leave of up to 16 weeks. 

• Direct your own development and build future-ready skills with Optus U's industry-focused micro-credentials, developed with La Trobe and Macquarie Universities. 

• Build meaningful connections through colleague-led networks and diversity initiatives including Culture Connect, Elevate Women, Disability Network, and Express Yourself (LGBTQIA+). 

• Put your wellbeing first with free access to counselling and support services, 24/7 — in-person, by phone, SMS, or video. 

At Optus, we are strengthened by others and that means valuing diversity and saying ‘yes' to embracing individual differences. We are committed to ensuring that our application process provides an equal employment opportunity to all job seekers, including individuals from diverse gender, cultural and linguistic backgrounds, individuals with a disability, individuals identifying as being part of the LGBTQIA+ community, individuals who may have served in the armed forces or who identify as Aboriginal and/or Torres Strait Islander. We also want to do our best to make our recruitment process inclusive. If you require any adjustments or accessibility support to participate fairly and equitably in the recruitment process, please email AccessibleRecruitment@optus.com.au or call 1800 309 170. We're here to help. 

For more information on Diversity, Inclusion & Belonging at Optus, please visit https://www.optus.com.au/about/inclusion-diversity