{"id":3955010,"url":"https://alion.io/job/datacom-contact-centre-team-lead","title":"Contact Centre Team Lead","company":{"id":3438,"name":"Datacom","domain":"datacomgroup.com","url":"https://alion.io/company/datacom","size_band":"5000+","is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":{"grade":"A","score":94,"open_postings":12,"ghost_share":0,"stale_share":0.25,"repost_share":0,"time_to_fill_p50_days":34,"computed_at":"2026-11-09T06:03:00Z"}},"role":"Management","role_family":"Management","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Modbury, Australia"],"countries":["AU"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-11-09T07:18:49Z","employer_posted_date":"2026-11-09","last_verified_at":"2026-11-09T07:18:49Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"About us\nAt Datacom, we combine technology, expertise, and talented people to help organisations thrive in a rapidly changing world. As one of Australasia's leading technology providers, we work with customers across industries to solve real-world problems and deliver meaningful outcomes.\nWhether we're supporting governments, enterprise organisations, or growing businesses, we're committed to creating meaningful outcomes for our customers, communities, and each other.\nAbout the Role\nWe have an exciting opportunity for an experienced Contact Centre Team Leader to join our team in Modbury.\nYou'll lead a team within a fast-paced contact centre environment, with responsibility for people leadership, operational performance, quality, customer experience and team development.\nThis is a hands-on leadership role. You'll use performance insights to understand what's happening within your team, coach individuals to improve, recognise great performance and create an environment where people feel supported and accountable for delivering great outcomes.\nWe're looking for someone who brings strong contact centre leadership experience, sound judgement and a genuine passion for developing people. You'll be comfortable balancing the needs of your people with operational priorities and customer expectations.\nTo be successful in this role, you must be an Australian Citizen and be able to achieve a Baseline security clearance.\nOperating Hours\nThis is a full-time opportunity, we require full availability across our operating hours, Monday to Friday between 7:00am and 7:00pm, with shifts scheduled on a rotating roster.\nWhat you’ll do\nLead, coach and develop a team to achieve quality, productivity and customer service outcomes. \nBuild a positive, accountable and high-performing team culture. \nMonitor team performance and use data and insights to identify opportunities for improvement. \nConduct regular 1:1s, performance discussions and coaching. \nDevelop and implement action plans to improve individual and team performance. \nSupport your team with complex or escalated customer enquiries. \nLead by example in professionalism, conduct and accountability. \nIdentify opportunities to improve processes, efficiency and customer outcomes. \nWork collaboratively with other leaders and operational teams to deliver broader contact centre objectives. \nSupport and communicate operational change, helping your team understand and adapt to new ways of working. \nWhat you’ll bring\nDemonstrated experience leading teams within a complex contact centre environment. Experience within a large-scale contact centre will be highly regarded. \nExperience leading and developing teams of up to 25 people. \nStrong coaching and performance-management capability, with a track record of improving individual and team performance. \nA strong understanding of contact centre measures including quality, productivity, service levels and customer experience, with the ability to translate performance insights into targeted coaching and improved team outcomes. \nStrong emotional intelligence and cultural awareness, with the ability to create an inclusive and supportive team environment. \nConfidence leading people through change and maintaining engagement in a fast-paced environment. \nStrong analytical and problem-solving skills. \nExcellent communication and relationship-building capability. \nStrong organisation, time management and attention to detail. \nCulture and benefits\nJoin a team where you'll be supported to grow your career, prioritise your wellbeing, and make a genuine impact. From industry-leading learning and development opportunities to parental leave, wellbeing support, and employee benefits, we're committed to helping our people thrive both professionally and personally.\nWe're passionate about creating a workplace where people feel supported, empowered, and inspired to do their best work. Whether you're developing new skills, tackling complex challenges, or collaborating with some of the best minds in the industry, you'll be part of a team that values curiosity, innovation, inclusion, and making a genuine difference.\nWhy you will love working here\nPaid parental leave \n24/7 Employee Assistance Programme (DataCare) \nOngoing learning, certifications, and career development opportunities \nAccess to industry-leading learning platforms and future skills training \nRecognition programmes that celebrate great work \nGreat employee discounts and financial wellbeing benefits \nMeaningful work that makes a real impact \nEligibility criteria and conditions may apply to some benefits.","description_format":"text","description_chars":4595,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Parental leave"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Data Centers & Colocation","Managed IT Services (MSP)","Systems Integrators","Payroll Services"],"lifecycle":[{"event":"open","at":"2026-11-09T07:18:49Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":34,"reasons":["conf:1","win:early"],"computed_at":"2026-11-09T08:44:22Z"},"pay":null,"html_url":"https://alion.io/job/datacom-contact-centre-team-lead","json_url":"https://alion.io/job/datacom-contact-centre-team-lead.json","meta":{"generated_at":"2026-11-09T08:44:22Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":7438,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-10T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3438},"rest":"https://alion.io/mcp/rest/get_company?id=3438"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fdatacom-contact-centre-team-lead"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fdatacom-contact-centre-team-lead"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fdatacom-contact-centre-team-lead"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/datacom-contact-centre-team-lead\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fdatacom-contact-centre-team-lead"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3955010}},{"tool":"search_jobs","arguments":{"company":"datacomgroup.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3955010},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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