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Contact Centre Team Leader

Apply now Job no: 497423
Work type: Permanent
Location: VIC - Metro
Categories: Call Centre & Customer Service

A great opportunity to coach and lead teams of contact centre consultants to achieve targets across sales, service, retention and fulfilment. This role will allow you to bring your Contact Centre Team Leader experience into an environment that directly impacts our fundraising efforts to support the world’s most vulnerable children.

As part of the broader Retail team, you will collaborate with Go-To-Market teams and other support teams to enhance and improve performance, upskilling of team members, training content, and to build a positive team culture with a supporter-centric mindset.

Who are we looking for?

You’re an experienced Contact Centre Team Leader with 12-months+ experience in a similar role, leading and coaching sales team members and managing cross-contact centre operational metrics to provide insight and advice to the National Manager of Contact Centre. Strong stakeholder management capability and a temperament to exist in a constantly changing environment are critical, as you work with team members on new and evolving product offerings.

What does ‘a day in the life’ of a Contact Centre Team Leader look like?

  • Provide leadership, guidance and coaching to Contact Centre Consultants that drives effective sales, service, retention and fulfilment practices and culture that is aligned to the WVA brand and supporter experience & expectations
  • Effectively manage performance of underperforming consultants through coaching
  • Conduct call coaching to identify performance and coaching opportunities that increase call standards
  • Drive a team culture that adheres to best practice processes, maintains data integrity of supporter information and meets compliance standards
  • Work with Go-To-Market and operational teams to design language and conversational material
  • Manage operational metric data to identify opportunities for improvement and to provide meaningful insights to the National Manager of Contact Centre

This is a permanent full-time position based at our head office in Burwood East, Melbourne.

What Success Looks Like?

You excel working in an ever-changing environment and you love forming strong relationships, which lets you effectively engage with stakeholders and to perform at peak.

Having a proactive and fresh approach, you are ready to collaborate and overcome any obstacles that may come your way. Your energy is infectious, showcasing the passion you can bring to our organisation.


Why Should You Apply?

  • We collaborate in a high performing and professional culture, committed to one common goal; the fight against global poverty, its causes and making a real difference in the world
  • We build brighter futures for vulnerable children and seeking to empower the world's poorest people.
  • Our people have access to professional development programs that include on-the-job learning, e-learning, workshops, forums, leadership development and internal mobility
  • We challenge vertical thinking and ask for horizontal perspective and implications
  • Together, we achieve organisational outcomes
  • We believe in timely truth telling with love
  • Competitive salary and flexible salary packaging scheme


Why World Vision?

World Vision is a worldwide community development organisation that provides short-term and long-term assistance to 100 million people worldwide (including 2.4 million children).

We have more than 45,000 staff members working in 96 countries. For six decades, World Vision has been engaging people to work towards eliminating poverty and its causes.

Our vision for every child: Life in all its fullness. Our prayer for every heart: the will to make it so.

Advertised: AUS Eastern Daylight Time
Applications close: AUS Eastern Daylight Time

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World Vision Australia is a Christian relief, development and advocacy organisation that is dedicated to transforming the lives of children and communities by tackling the causes of poverty. We are dedicated to increasing opportunities for Aboriginal & Torres Strait Islander people in line with our Reconciliation Action Plan


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