- Location
- 485 La Trobe St Melbourne, Australia
- Type
- Full-time
- Seniority
- Lead
- Source
- Workday
Description
At Probe Group, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific, Asia and North America, we’re no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than the day before, and our exponential growth is living proof that we have stayed true to this ethos. At Probe, expect to think differently, challenge the norm and find your purpose.
Are you a passionate leader who knows how to bring out the best in people?
At Probe CX, we don’t just manage customer interactions—we transform them. As a leading global customer experience organisation, we blend next-generation technology with a human-led approach to deliver meaningful experiences for some of Australia’s most loved brands and government clients.
We are constantly growing and actively building our talent pipeline for upcoming Contact Centre Team Leader opportunities. If you are an experienced coach, an empathetic mentor, and someone who thrives in a vibrant, fast-paced environment, we want to connect with you today!
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
To successfully lead our diverse portfolios, we are looking for leaders with experience across one or more of the following capabilities:
Sales & Growth: A track record of driving targets, motivating 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
An Award-Winning Culture: We are recognised as an industry leader and pride ourselves on a diverse, inclusive, and deeply respectful workplace.
Genuine Career Growth: We hire for passion and invest heavily in your professional development. Your progression here is a lived reality.
Work-Life Balance: Balanced rosters, great site locations close to transport, and modern, fun-filled office environments.
Tech-Driven Environment: Work alongside state-of-the-art CX tools and AI integrations that help make your job easier and more impactful.
How the EOI Process Works
This is an Expression of Interest for upcoming vacancies across our various portfolios (including Banking, Utilities, Retail, Government services, and more)
By submitting your application today, you enter our priority talent community. When a position opens that perfectly matches your skillset and background, our People Experience team will fast-track your application.
About Probe CX
Probe CX is a global business of 9,000 team members. We believe in combining human expertise with technology to deliver exceptional results. We are a digitally-enabled and data-driven company, but first & foremost we are people-purpose led. Our team members are instrumental in delivering on our promise to provide a human touch to every interaction.
How to Apply?
Click on 'Apply Now'. Need adjustments for accessibility needs throughout our recruitment process - please let us know. We're happy to accommodate.
Probe CX firmly believes that the strength of our company lies with the diversity and talent of our people. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, making room for opportunities for each individual to thrive. Join us in celebrating you and your 100% authentic self!
