Team Leader

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.

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