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Join to apply for the Contact Centre Team Leader role at Audika Australia1 week ago Be among the first 25 applicantsJoin to apply for the Contact Centre Team Leader role at Audika AustraliaWho is Audika?#audika_AustraliaAudika is part of Demant, a world-leading hearing healthcare group that offers solutions and services to help people with hearing loss. Worldwide the group employs more than 22,000 staff in more than 30 countries and distributes hearing healthcare and intelligent audio solutions to people in more than 130 countries.In Australia, Audika has over 350 clinics who provide hearing services to our valued clients. We strive to put hearing care on the health care agenda and to improve the quality of life of people living with hearing loss.ResponsibilitiesAs part of the Contact Centre team, the purpose of this position is to build, lead, coach, and develop the Customer Care Representatives to achieve their set monthly appointment targets and quality standards. The role has a strong focus on cultivating a high-performance, learning-driven culture through structured coaching, continuous training, and development initiatives, while ensuring adherence to company policies and procedures.Leadership & Coaching: Lead, inspire, and coach Customer Care Representatives through regular one-on-ones, skill development, and performance management, fostering a culture of continuous learning and professionalism.Training & Development: Design and deliver tailored training programs, workshops, and onboarding support to close skill gaps and improve team capabilities.Call Quality Oversight: Own and improve call quality through monitoring, feedback, coaching, and collaboration with QA teams to enhance customer experience and objection handling.Performance Management: Set clear expectations, conduct performance reviews, and implement development plans to ensure alignment with service standards and company goals.Operational Execution: Oversee daily workflow aligned with campaign plans, collaborate with key stakeholders for effective sales forecasting and campaign delivery.Cross-functional Collaboration: Work closely with Marketing, People & Culture, and other departments to support recruitment, onboarding, training documentation, and continuous improvement initiatives.You''ll be successful in this role if you have:Minimum of 3 years of prior experience in a coaching- and training-oriented leadership role within a contact centre (essential).Training or coaching certifications (desired but not required).Proven ability to coach, mentor, and develop high-performing teams.Strong facilitation and training design/delivery skills.Excellent communication and interpersonal abilities.Commitment to continuous improvement and learning.Effective time management and organisational skills.Proficiency with call quality systems and feedback platforms.Intermediate computer skills (Excel, Word, Outlook).In-depth understanding of contact centre operations and sales processes.Sound knowledge of coaching frameworks, adult learning principles, and performance management practices.What''s in it for you:Permanent Full Time role in an established global organisationCompetitive salary and benefits packageSupportive and collaborative work environmentProfessional development through clear career path and professional trainingMyRewards program a program that offers discounts to more than 300 retailers and services across AustraliaOnline Wellbeing centre a platform offering activities, workouts, meditations, nutritional and financial advice everything you need to live a healthier and happier lifeEmployee Assistance ProgramBirthday and Christmas giftsOur Values:Audika is proud to have a diverse and inclusive culture that acknowledges and respects our employees.We are a team of professionals who bring the importance of sound to life and connect our clients through our hearing products.We believe that it all starts from our employees, who make this happen. We are led by our values, which shape a supportive and encouraging culture where everyone can thrive and succeed.We create trust! We are Team-players! We create innovative solutions! We apply a can-do attitude in everything we do.Seniority levelSeniority levelNot ApplicableEmployment typeEmployment typeFull-timeJob functionJob functionInformation TechnologyIndustriesMedical Equipment ManufacturingReferrals increase your chances of interviewing at Audika Australia by 2xGet notified about new Contact Center Team Lead jobs in Parkside, South Australia, Australia.Adelaide, South Australia, Australia 2 weeks agoRAA Roadside Assistance Centre Call ConsultantMile End, South Australia, Australia 6 hours agoAdelaide, South Australia, Australia 2 weeks agoAdelaide Airport, South Australia, Australia 1 week agoAdelaide, South Australia, Australia 1 day agoAdelaide, South Australia, Australia 2 weeks agoAdelaide, South Australia, Australia 4 days agoAdelaide, South Australia, Australia 2 days agoAdelaide, South Australia, Australia 3 months agoAdelaide, South Australia, Australia A$25.00-A$28.00 2 weeks agoCustomer Service Officer (Appointment Setter)Unley Park, South Australia, Australia 4 days agoAdelaide, South Australia, Australia 1 week agoAdelaide, South Australia, Australia 8 hours agoAthol Park, South Australia, Australia 1 week agoGlenelg North, South Australia, Australia 2 weeks agoCustomer Care Consultant - Regency Park, SAFerryden Park, South Australia, Australia 1 week agoAdelaide, South Australia, Australia 3 days agoAdelaide, South Australia, Australia 1 week agoAdelaide, South Australia, Australia A$33.00-A$35.00 4 weeks agoCustomer Care Service Agent - Gepps Cross SAAdelaide, South Australia, Australia 5 days agoAdelaide, South Australia, Australia 1 week agoBrompton, South Australia, Australia A$65,000.00-A$85,000.00 6 days agoAdelaide, South Australia, Australia 5 days agoPort Adelaide, South Australia, Australia 2 weeks agoAdelaide, South Australia, Australia 1 day agoModbury North, South Australia, Australia A$50,000.00-A$55,000.00 6 days agoAdelaide, South Australia, Australia 2 weeks agoAdelaide, South Australia, Australia 2 weeks agoAdelaide, South Australia, Australia 2 weeks agoAdelaide, South Australia, Australia 6 days agoAdelaide, South Australia, Australia 4 weeks agoAdelaide, South Australia, Australia 1 month agoAdelaide, South Australia, Australia 2 weeks agoClient Care Representative | Clinical Administration - Adelaide CBDAdelaide, South Australia, Australia 6 days agoWere unlocking community knowledge in a new way. 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