Contact Centre Support Team Leader

Come shape the future of education with us.

At Compass, we’re on a mission to transform the school day for everyone - from staff and students to families and administrators. We build smart, seamless technology that empowers schools to focus on what really matters: learning, growing and thriving.

When schools need help, our Contact Centre is the front line. The experience we deliver directly impacts how schools feel about Compass.

We’re looking for two Contact Centre Team Leaders to join our AU Support function.

About the Role & Team

Reporting to our Head of Support (Global), you’ll lead an OMNI-channel Support team across phone, live chat and email.

This is a hands-on leadership role where you’ll balance day-to-day operational performance with real-time coaching, escalation management and continuous improvement.

You’ll play a key role in maintaining service levels, building engagement and ensuring schools receive fast, clear and empathetic support.

What you'll do:

• Lead, coach and inspire a high-performing OMNI-channel Support team, creating a collaborative, engaged culture where people feel supported and set up to succeed.
• Drive daily operational excellence, monitoring real-time dashboards, ensuring service level KPIs are achieved and acting as the first point of escalation for complex issues.
• Elevate customer experience, coaching high-quality interactions across phone, live chat and email, and ensuring sentiment aligns with performance standards.
• Champion continuous improvement, using customer feedback and data insights to strengthen processes, knowledge resources and team capability.
• Partner across the business, working closely with Product, Training and Knowledge teams to improve outcomes for schools and embed change effectively, escalating customer enquiries to the appropriate team as necessary.
• Lead through change and innovation, building team commitment to new initiatives and challenging processes that don’t serve customers.
• Effectively assessing the quality and appropriateness of commonly used knowledge resources, working closely with Knowledge Communications Specialists within the Contact Centre.
• Understand the value of data when making decisions and forming business plans.

Requirements:
About You

You’re a steady, people-focused leader who knows how to keep a team motivated while delivering consistent results. You stay calm under pressure and take ownership of outcomes.

You also bring:

• 2+ years’ experience leading or coaching within a Contact Centre environment.
• Proven experience delivering against service level KPIs.
• Great analytical problem solving skills with exemplary verbal communication skills.
• The ability to build relationships and rapport quickly and effectively across a wide range of stakeholders, internal and external.
• The ability to work autonomously but also work well within a team environment.
• Confidence providing real-time feedback, with the ability to coach and inspire other team members.
• A genuine passion for customer experience and team development.
• The ability to work on a rotational roster (between 7:30am to 6:00pm AEST).

Benefits:
What’s in it for you?

You’ll join a purpose-driven company at a genuinely exciting stage of growth, with the opportunity to directly influence the performance of our support function.

What we offer:

• Learning and development opportunities, including a dedicated PD budget.
• 24/7 access to our Employee Assistance Program (EAP), including face-to-face, phone and live chat support.
• A parental leave program for both primary and secondary carers.
• A supportive, inclusive culture where your voice is valued and heard.
• The environment to grow alongside a fast-moving, ambitious organisation.

Compass is proud to be an equal opportunity employer. We embrace and celebrate diversity and are committed to creating an inclusive environment for all employees.

Prior to commencing employment, you’ll need:

• A valid Employee Working With Children Check
• A satisfactory National Police Check
• Verification of unrestricted work rights in Australia (e.g. citizenship, passport or birth certificate)

Ready to make a difference?

If you’re motivated by leading high-performing teams, driving operational excellence and delivering exceptional support experiences for schools, we’d love to hear from you.

Apply now and help us build the foundations that empower schools to focus on what matters most: teaching and learning.

Find out more about Compass on our website - https://www.compass.education/.