Contact Centre Team Leader
Datacom
Contact Centre Team Leader
Datacom
Cloud, AI, and digital transformation provider
Datacom · Modbury, Australia · Full-time · Posted 2026-11-09
Workplace: on_site
Department: CX Operations
About us
At Datacom, we combine technology, expertise, and talented people to help organisations thrive in a rapidly changing world. As one of Australasia's leading technology providers, we work with customers across industries to solve real-world problems and deliver meaningful outcomes.
Whether we're supporting governments, enterprise organisations, or growing businesses, we're committed to creating meaningful outcomes for our customers, communities, and each other.
About the Role
We have an exciting opportunity for an experienced Contact Centre Team Leader to join our team in Modbury.
You'll lead a team within a fast-paced contact centre environment, with responsibility for people leadership, operational performance, quality, customer experience and team development.
This is a hands-on leadership role. You'll use performance insights to understand what's happening within your team, coach individuals to improve, recognise great performance and create an environment where people feel supported and accountable for delivering great outcomes.
We're looking for someone who brings strong contact centre leadership experience, sound judgement and a genuine passion for developing people. You'll be comfortable balancing the needs of your people with operational priorities and customer expectations.
To be successful in this role, you must be an Australian Citizen and be able to achieve a Baseline security clearance.
Operating Hours
This is a full-time opportunity, we require full availability across our operating hours, Monday to Friday between 7:00am and 7:00pm, with shifts scheduled on a rotating roster.
What you’ll do
Lead, coach and develop a team to achieve quality, productivity and customer service outcomes.
Build a positive, accountable and high-performing team culture.
Monitor team performance and use data and insights to identify opportunities for improvement.
Conduct regular 1:1s, performance discussions and coaching.
Develop and implement action plans to improve individual and team performance.
Support your team with complex or escalated customer enquiries.
Lead by example in professionalism, conduct and accountability.
Identify opportunities to improve processes, efficiency and customer outcomes.
Work collaboratively with other leaders and operational teams to deliver broader contact centre objectives.
Support and communicate operational change, helping your team understand and adapt to new ways of working.
What you’ll bring
Demonstrated experience leading teams within a complex contact centre environment. Experience within a large-scale contact centre will be highly regarded.
Experience leading and developing teams of up to 25 people.
Strong coaching and performance-management capability, with a track record of improving individual and team performance.
A strong understanding of contact centre measures including quality, productivity, service levels and customer experience, with the ability to translate performance insights into targeted coaching and improved team outcomes.
Strong emotional intelligence and cultural awareness, with the ability to create an inclusive and supportive team environment.
Confidence leading people through change and maintaining engagement in a fast-paced environment.
Strong analytical and problem-solving skills.
Excellent communication and relationship-building capability.
Strong organisation, time management and attention to detail.
Culture and benefits
Join a team where you'll be supported to grow your career, prioritise your wellbeing, and make a genuine impact. From industry-leading learning and development opportunities to parental leave, wellbeing support, and employee benefits, we're committed to helping our people thrive both professionally and personally.
We're passionate about creating a workplace where people feel supported, empowered, and inspired to do their best work. Whether you're developing new skills, tackling complex challenges, or collaborating with some of the best minds in the industry, you'll be part of a team that values curiosity, innovation, inclusion, and making a genuine difference.
Why you will love working here
Paid parental leave
24/7 Employee Assistance Programme (DataCare)
Ongoing learning, certifications, and career development opportunities
Access to industry-leading learning platforms and future skills training
Recognition programmes that celebrate great work
Great employee discounts and financial wellbeing benefits
Eligibility criteria and conditions may apply to some benefits.
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Datacom provides IT services across APAC, focusing on cloud solutions, AI-driven innovations, and digital transformation for government, financial institutions, and large enterprises. Its offerings come through a three-pillar approach: consulting to design solutions, managed IT services to operate and sustain environments, and software solutions to implement and integrate technology, using cloud and AI to automate processes and improve experiences and productivity. The company differentiates itself with a strong regional footprint in APAC and a commitment to long-term partnerships, delivering an integrated model that combines strategy, operations, and software delivery for continuous modernization. Its goal is to help clients adapt to a digitized world, foster ongoing innovation, and thrive through reliable, scalable technology and sustained support.
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