Team Leader - Hardship at Probe CX

Melbourne, Victoria, Australia -

Full Time

Start Date

Immediate

Expiry Date

30 Jun, 26

Salary

0.0

Posted On

01 Apr, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

People Leadership, Quality and Compliance, Operational Excellence, Continuous Improvement, Hardship Expertise, Proven Leadership, Coaching, Operational Acumen, Inspiring Leadership

Industry

Outsourcing and Offshoring Consulting

Description

At Probe Group, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific, Asia and North America, we’re no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than the day before, and our exponential growth is living proof that we have stayed true to this ethos. At Probe, expect to think differently, challenge the norm and find your purpose. Probe CX is rapidly expanding. We are building a brand-new Telco Hardship Support division in Melbourne and are looking for multiple Team Leaders to shape this foundation. This isn't just a "business as usual" role. You will lead a newly formed team dedicated to supporting customers in financial hardship, ensuring they receive empathetic, compliant, and effective solutions. If you are an inspiring leader who thrives on building culture from the ground up, we want to hear from you. What you’ll do: As a Team Leader, you own the rhythm of your team. You will balance high-level operational targets with the "human" side of hardship support: People Leadership: Lead, coach, and mentor a team of dedicated agents. You’ll conduct regular performance check-ins and tailored coaching to build both technical capability and emotional resilience. Quality & Compliance: Drive adherence to specialised hardship standards. You’ll coach to a "360-degree quality model," focusing on vulnerability-aware communication and first-call resolution. Operational Excellence: Manage the daily operational flow, including real-time actions (RTA) and productivity targets, ensuring the team remains agile and effective. Continuous Improvement: Be the "eyes and ears" on the floor. Identify trends in customer outcomes and process risks, feeding insights back to leadership to improve our service delivery. About you You are a hands-on, energetic leader who excels when the stakes are high. You understand that Hardship isn't just about "collections"—it’s about customer first outcomes, empathy, compliance, and problem-solving. The Rhythm of Our Business (24/7 Operations) We are a 24/7 contact centre, and our Team Leaders are the heartbeat of our operation around the clock. To ensure we provide seamless support for our clients, you have the opportunity to choose one of five set shift patterns to lead your team: 8:00am to 4:00pm x Two positions 10:00am to 6:00pm x One position 1:00pm to 9:00pm x One position 4:00pm to 12:00am x One position 12:00am to 8:00am x One position You will be the primary leader for your team during these hours, responsible for driving performance and maintaining high engagement. We are looking for leaders who thrive in a 24/7 environment and take pride in being a consistent pillar of support for their people. What you bring: Hardship/Collections Expertise: A deep understanding of hardship outcomes and the regulatory landscape (highly preferred). Proven Leadership: Experience leading contact centre teams with a strong focus on meeting strict compliance and regulatory standards Strong Coaching DNA: You don’t just give feedback; you translate it into practical, on-the-floor behavior change. Operational Acumen: You know your way around performance data and can turn metrics into actionable growth strategies. Inspiring Leadership: You lead with charisma and passion, motivating your team to reach their full potential and consistently deliver their best work. If you’re a natural leader who loves driving results, motivating teams, and delivering exceptional client outcomes, we’d love to hear from you. Why Join Us? We are building something brand new and need foundation leaders to anchor our success. We want you to bring the strategies, energy, and leadership style that have made you successful throughout your career and use them to shape the culture, standards, and ways of working for this new team from day one. Access an unlimited mental health and well-being platform, empowering you to stay balanced and thrive both personally and professionally. Access to everyday savings: From technology, phone bills, fuel and groceries to fashion, restaurants and entertainment. Our employee benefits provider Flare can help you save every day with well-known brands About Probe CX Probe CX is a global business of 9,000 team members. We believe in combining human expertise with technology to deliver exceptional results. We are a digitally-enabled and data-driven company, but first & foremost we are people-purpose led. Our team members are instrumental in delivering on our promise to provide a human touch to every interaction. How to Apply? Click on ‘Apply Now’. Need adjustments for accessibility needs throughout our recruitment process - please let us know. We’re happy to accommodate. Probe CX firmly believes that the strength of our company lies with the diversity and talent of our people. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, making room for opportunities for each individual to thrive. Join us in celebrating you and your 100% authentic self! Explore our end-to-end career opportunities across CX strategy, real-time speech analytics, conversational AI, outsourcing and digital transformation solutions. Contribute to projects that transform customer experiences and help leading brands connect with their audiences in meaningful ways.

Responsibilities

As a Team Leader, you will lead a newly formed team dedicated to supporting customers in financial hardship. You will balance operational targets with empathetic support, ensuring compliance and effective solutions.