Join Our Dynamic Team at Concentrix!

Are you seeking a fulfilling career with an award-winning company recognised for its exceptional workplace culture? Concentrix has been honoured with accolades such as "World's Best Workplaces," "Happiest Employees," and "Best Companies for Career Growth." If you're a passionate and driven professional ready to take your career to new heights, consider our Team Leader position at Concentrix in the heart of Townsville's city.

About the Role:

Take this opportunity to advance your career by becoming a Team Leader in Concentrix's vibrant Townsville office. As a Team Leader, you will play a pivotal role in leading and inspiring a diverse team while being part of an exciting journey with one of the industry's most recognised companies. In this role, your leadership will directly impact the operational effectiveness and employee satisfaction within our contact centre. The Team Leader is responsible for the day-to-day supervision of a group of call center associates. This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability.

Our Commitment to Growth:

At Concentrix, we are more than just a workplace; we are a global leader dedicated to customer service excellence. With multiple locations across Australia—including Robina, Brisbane, Townsville, and Ballarat—we have set our sights on becoming the world's greatest customer engagement company. We wholeheartedly celebrate diversity and harness creativity and technology to deliver unparalleled results for our clients. One of the standout features of working with us is the emphasis on career and personal growth.

We offer FREE Learning and Leadership Development programs tailored to set you on a path to achieve your dream career.

If you're looking to grow and be inspired as a Customer Service Team Leader, you will be part of our team of game-changers who are powering the brands of the future in tech, finance, travel, fashion, healthcare, and more.

Key Responsibilities:

Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable requirements

Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved

Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment

Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) and financial expectations

Communicate expectations to employees and provide timely updates

Provide subject matter expertise in handling escalated customer calls as needed

Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organise team activities

Stay current on internal work processes, policies and procedures. Attend required manager development training

Promote the Concentrix values through both behavior and attitude, including being an advocate for team members

Skills & Abilities:

Previous contact centre experience is a plus!

Experience in a related field with two to four years of relevant experience preferred

Ability to mentor, coach and provide direction to a team of employees

Highly motivated individual with skills to develop and coach team members to achieve performance expectations

The ability to thrive in high-pressure situations, with a strong commitment to seeing tasks through to completion.

Excellent communication skills, both written and verbal, to effectively convey information and motivate the team.

Exceptional multitasking and prioritisation skills to manage competing demands effectively.

Flexible availability to meet operational needs

Identify performance-related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment

Ensure service delivered to our customers meets contractual Key Performance Indicators ('KPIs') and financial expectations.

Communicate expectations to employees and provide timely updates and changes.

Provide subject matter expertise in handling escalated customer calls as needed.

Key Role Details:

Operational Hours: Monday to Friday, 7 am to 8 pm.

Location: Townsville, 7 Tomlins Street a modern office with access to cafes, restaurants and public transport.

Hourly Rate: $30.71 + Super + Incentives. Competitive rates and performance bonuses ensure your hard work is recognised.

What's in it for You?

Become part of an award-winning team that is genuinely passionate about making a difference!

A modern office environment with secure parking and endless coffee allows you to start each day energized.

Enjoy a vibrant team culture where you can make lasting friendships in an inclusive environment

Prioritise your health and well-being with wellness apps, social clubs, and more!

Opportunities for bonuses when you refer friends to join our team.

Access to our Employee Assistance Program for additional support and resources

Express yourself with our 'Dress for Your Day' policy - individuality is encouraged!

Take Advantage of This Opportunity!

This is your chance to join a fun and unique workplace! Apply now and embark on a rewarding career journey with us at Concentrix!

Applicants must be at least 18 years old and possess full working rights in Australia, including the ability to complete background, police, and credit checks.