Team Leader - Operations

Lead performance. Build capability. Set the standard.

Contact centre leadership experience is essential

Federal Government service delivery environment

Salary negotiable for the right experience

About the Role

Team Leader | Federal Government Contact Centre

This role requires an experienced contact centre leader who can step in quickly, establish credibility and lead a team to perform in a high-accountability environment where our customers and their security come first. You will understand how to manage to KPIs, coach with purpose, and maintain a disciplined, consistent approach to service delivery.

We deliver services on behalf of the Federal Government. Security, sound judgement and professionalism are essential. The successful candidate will bring either proven experience in a regulated or compliance-driven environment, or the ability to adapt to one quickly and effectively. Just as importantly, we are looking for someone who will contribute beyond their own team by supporting the development of emerging leaders across the operation.

What you’ll do   

•  Lead a team in a high-volume contact centre environment and deliver against performance, quality and customer outcomes
• Use data and reporting to manage KPIs, identify risk early and drive sustained improvement
• Coach performance with clarity and consistency, and address underperformance directly and constructively
• Set clear expectations and maintain a team culture built on accountability, consistency and support
• Operate effectively in a regulated service environment supporting Federal Government delivery requirements
• Manage escalations and day-to-day operational issues with sound judgement and a steady approach
• Work closely with peers and stakeholders to improve consistency and strengthen operational delivery
• Support the development of emerging leaders by sharing experience, setting a strong example and lifting leadership capability across the floor
• Contribute to continuous improvement by identifying issues early and helping embed better ways of working

What you’ll bring  

• Leadership experience in a contact centre or call centre environment is essential
• A strong working knowledge of contact centre KPIs and the ability to lead performance against them
• Confidence using data, reporting and operational insight to make sound decisions
• Experience leading coaching, accountability and performance conversations in a structured environment
• A credible leadership style that builds trust, holds standards and supports team engagement
• A demonstrated commitment to developing others, including supporting emerging leaders
• Attention to detail, sound judgement and the ability to work effectively in a high-accountability setting
• The ability to meet security, screening and clearance requirements relevant to Federal Government service delivery
• Experience in a regulated, compliance-driven or security-sensitive environment will be highly regarded. Candidates with strong contact centre leadership experience and the ability to adapt quickly are also encouraged to apply

 Why join us here at Datacom? 

At Datacom, you will join a business large enough to offer real career opportunity but structured in a way that still allows strong leaders to make an impact. We value practical leadership, good judgement and people who know how to lift performance in complex operational environments.

This is an opportunity to lead in a high-accountability environment, work alongside experienced operational leaders and contribute to the development of future leadership capability. If you are looking for a role where your experience will be recognised and your leadership will matter, this is a strong next step.

We are committed to building a diverse and inclusive workplace where people feel respected, supported and able to do their best work. If you bring strong contact centre leadership experience and can add value in this role, we encourage you to apply.

We value the perspectives, experience and contribution of Aboriginal and Torres Strait Islander peoples and strongly encourage Aboriginal and Torres Strait Islander peoples to apply for this role.

If you are ready to bring proven contact centre leadership to a high-accountability environment, we welcome your application.