The Call Centre Team Leader will provide day-to-day leadership across a combined sales and policy administration contact centre, supporting both onshore and offshore consultants. The role will have a strong focus on driving sales and retention performance, coaching and developing team members, managing escalations, and providing consistent guidance and support across the team.

• Provide day-to-day leadership, supervision and support across the contact centre team.
• Lead and support consultants across retail sales and policy administration activities.
• Drive sales and retention performance in line with established team targets and KPIs.
• Monitor team performance across inbound and outbound activity, conversion and customer outcomes.
• Coach and mentor consultants through regular day-to-day and weekly feedback and development.
• Identify performance gaps, errors and recurring issues and provide timely coaching and follow-up.
• Answer day-to-day questions and provide practical guidance to consultants as required.
• Act as the escalation point for complex or challenging customer service matters.
• Support consultants in managing difficult customer interactions and identifying appropriate resolutions.
• Coach consultants to confidently progress sales conversations using clear, customer-focused communication without being overly pushy.
• Support policy administration, renewals and retention activity alongside the team’s sales focus.
• Provide regular coaching and follow-up in response to quality and compliance findings, while formal quality reviews remain with the existing QA and compliance function.
• Maintain clear and consistent communication across the team regarding expectations, priorities and performance.
• Support effective collaboration between onshore and offshore team members.
• Provide customer-facing support primarily through escalations, advice and helping consultants improve their handling of calls rather than routine queue coverage.
• Other position-level duties as they arise.

Requirements

• Demonstrated experience leading, supervising or coaching a customer service, sales or contact centre team is essential.
• Strong people leadership, coaching and mentoring capability is essential.
• Demonstrated ability to drive team performance against established sales, service and retention targets is essential.
• Strong understanding of sales conversion, retention and customer service principles is essential.
• Experience managing customer service escalations and supporting difficult customer interactions is essential.
• Strong written and verbal communication skills, with the ability to provide clear direction, feedback and coaching to team members, are essential.
• Strong problem-solving and decision-making skills are essential.
• Ability to identify performance or service issues and provide timely, practical coaching and support is essential.
• Ability to balance sales performance with positive customer outcomes is essential.
• Experience leading or supporting onshore and offshore team members is highly regarded.
• Experience within insurance, policy administration or a similar customer service environment is desirable but not essential.
• Strong organisational skills with the ability to manage team priorities, coaching requirements and escalations effectively are essential.

Benefits

Why Join Twoconnect?

We offer more than just a job — we offer a supportive and rewarding career experience. Here’s what you can expect from this opportunity: 

• Permanent work from home
• Monday–Friday: 7:00 AM – 4:00 PM PHT (adjustments will be made for daylight saving time)
• HMO with 2 free dependents and medical reimbursements
• Government-mandated benefits
• Opportunities to work with leading companies in Australia and beyond
• Training programmes for career development
• Engaging company outings, team activities and wellness sessions
• Supportive, inclusive culture
• Dedicated managers focused on your growth and success

Twoconnect connects highly skilled Filipino professionals with established companies in Australia, New Zealand, the United States, the United Kingdom and Europe, providing direct access to global careers and long-term opportunities.

We offer competitive pay and benefits, additional entitlements and structured career development programs that make employment both financially rewarding and professionally sustainable. 

Our industry-leading retention rate demonstrates our commitment to a people-first culture that prioritizes stability, growth and genuine care for every employee.

Twoconnect is an equal opportunity employer. We value cultural diversity and foster an inclusive workplace where every employee is respected and supported as part of a growing global team.