We're looking for Senior Contact Centre Lead who is passionate about customer experience, team development, and continuous improvement. In this role, you'll lead a diverse contact centre operation, driving performance across people, processes, systems, customer outcomes, and financial targets.
Success in this role requires strong leadership, commercial acumen, and the ability to balance competing priorities while delivering exceptional results for our clients, employees, and customers in a fast-paced and complex environment.
What you'll do:
Lead, coach and develop Team Leaders through regular one-on-one meetings, performance feedback, career development discussions and team engagement activities.
Coordinate daily operations across multiple teams, setting priorities and providing guidance to ensure service delivery, productivity and performance targets are achieved.
Monitor operational, customer, people and financial metrics, identifying trends and implementing improvement initiatives in collaboration with key stakeholders.
Build and maintain strong client relationships through regular communication, business reviews and proactive management of issues, risks and agreed actions.
Manage workforce, attendance, performance and behavioural matters, ensuring compliance with Concentrix policies, procedures and client expectations.
Oversee employee lifecycle activities, including onboarding, offboarding, payroll and system administration, training completion, and employee wellbeing, safety and compliance requirements.
What you bring:
Proven ability to lead, motivate and develop high-performing teams while achieving operational objectives.
Strong strategic planning, communication and stakeholder management skills, with the ability to build effective working relationships.
Demonstrated capability to manage competing priorities, oversee financial considerations and proactively identify and elevate risks when required.
High attention to detail, advanced computer proficiency and a strong commitment to compliance, supported by sound judgement, empathy and confidence in managing performance and disciplinary matters professionally.
Why Concentrix?
As a diverse global organisation supporting 450+ leading brands, we create meaningful customer experiences that drive loyalty, market differentiation, and long-term business success.
20,000+ LinkedIn Learning courses and real career pathways to grow and develop your skills
Flexibility by design plus 24/7 wellbeing support via Sonder
Leaders who genuinely care and recognition that's real
For you and your community:
We deliver massive impacts for our clients, staff, and the world through our ESG - Environmental, Social and Governance commitments including World Clean Up Day, #MyOneEarthPromise and other opportunities to support our communities and world.
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Senior Contact Centre Lead employer: Concentrix
Concentrix is an exceptional employer that fosters a dynamic and inclusive work culture, where innovation thrives and employees are encouraged to grow their skills in a supportive environment. As part of the A/NZ DevOps team, you'll collaborate with passionate professionals on cutting-edge AWS projects, benefiting from extensive learning opportunities and a high-energy atmosphere that values teamwork and creativity. With a commitment to diversity and equal opportunity, Concentrix stands out as a place where your contributions truly matter and can lead to meaningful career advancement.
