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Team Leader - job post

Acquire Intelligence
2.5 out of 5 stars
Melbourne VIC
Full-time
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Job details

Job type

  • Full-time

Location

Melbourne VIC

Full job description

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!

Acquire Intelligence is an award-winning global outsourcer with 9,500 employees across Australia, the Philippines, the Dominican Republic, and the United States. We deliver contact centre and back-office services for some of the world's most recognised brands, combining intelligent outsourcing with AI-driven performance improvement.

This Team Leader role sits within our Melbourne operations, leading an inbound sales team on behalf of one of the largest private energy companies in the world - a business at the forefront of Australia's transition to net zero by 2030.

You will own the day-to-day performance of your team: coaching for conversion, holding quality and compliance standards, and acting as the conduit between your agents and client expectations. This is a hands-on leadership role in a target-driven, regulated environment - not a coordination role.

What you will do

  • Coach and develop agents daily, targeting both sales performance and compliance adherence across inbound energy sales interactions

  • Monitor KPIs and drive corrective action at the individual and team level, in partnership with your Operations Manager

  • Conduct regular one-on-ones, team briefings, and calibration sessions to build a high-performance culture

  • Manage quality assurance outcomes including reviewing calls, issuing feedback, and supporting formal performance processes where required

  • Liaise directly with client stakeholders to represent team performance, respond to enquiries, and support escalation resolution

  • Identify and implement process improvements that lift efficiency, conversion, and customer outcomes

  • Maintain accurate administrative records including call monitoring documentation, roster adherence, and HR support tasks

  • Take calls and double-jack alongside agents as required to provide real-time coaching and floor support

What we are looking for

  • Leadership - Team lead or 2IC experience in a contact centre environment

  • Sales acumen - Proven track record coaching agents toward revenue targets

  • Compliance mindset - Comfortable operating in regulated, script-adherent environments

  • Communication - Direct and credible with both agents and client representatives

  • Data literacy - Able to interpret performance dashboards and act on the insights

  • Resilience - Maintains standards and team culture under operational pressure

Measures of success

  • Team conversion rate and sales volume against client-set targets

  • Quality and compliance scores, including reduction in auto-fail incidents

  • Agent retention, attendance, and adherence across your team

  • Calibration accuracy and coaching plan completion

  • Client satisfaction with team performance and responsiveness

Qualifications

Previous experience as a contact centre agent is essential. Demonstrated performance in a Team Leader or 2IC capacity is required. Familiarity with contact centre platforms (e.g. Genesys or equivalent) is an advantage. Tertiary qualifications in management or a related discipline are well-regarded but not a requirement.

At Acquire Intelligence, you will lead a team doing work that matters - helping Australians make informed decisions about their energy future. If you set high standards, develop people with intent, and back your judgment with data, we want to hear from you.

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Join the A-Team and experience the A-Life!

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