Team Leader - Hardship

The Opportunity

Probe CX is rapidly expanding. Building on the success of our established operations, we are continuing to grow our Telco Hardship Support division in Melbourne and are seeking multiple Team Leaders to shape the culture and standards for a newly formed team.

This isn't just a "business as usual" role. You won't just manage from afar, you will lead from the front line from day one. You will join full training side by side with your new team and take calls during the embedding period to ensure you master our products, processes, and procedures firsthand. This hands-on approach ensures you are fully equipped to guide, support, and lead your people to success.

If you are an inspiring leader who thrives on building team culture from the ground up and leads by example, 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

Hands-On Onboarding: Attend comprehensive training alongside your new team and handle customer calls during the embedding period to gain complete mastery over product, process, and system workflows.People Leadership: Lead, coach, and mentor a team of dedicated agents. Conduct regular performance check-ins and tailored coaching to build both technical capability and emotional resilience.Quality & Compliance: Drive adherence to specialised hardship standards. Coach to a "360-degree quality model," focusing on vulnerability-aware communication and first-call resolution.Operational Excellence: Manage 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 service delivery.

The Rhythm of Our Business (24/7 Operations & Availability)

We are an "always-on" 24/7 operation, and our Team Leaders are the heartbeat of our business around the clock. To ensure continuous operational coverage for our clients, this role requires full flexibility to be rostered across a rotating 24/7 schedule.

Rather than fixed hours, your rostered shifts will span across our operational windows, which include:

Morning: 8:00am – 4:00pm Day: 10:00am – 6:00pmAfternoon: 1:00pm – 9:00pmTwilight: 4:00pm – 12:00amOvernight: 12:00am – 8:00am

As a Team Leader, you will guide and support your team through these assigned operational shifts, driving performance, maintaining high engagement, and delivering seamless coverage across the entire 24/7 roster cycle.

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 genuine problem-solving.

What You Bring

Contact Centre Leadership Experience: Proven experience as a Contact Centre Team Leader within a Collections or Hardship environment (essential). Full Availability: Complete flexibility to work across 24/7 operational shift patterns (including day, late, and overnight rosters).Lead-by-Example Mindset: Readiness to get "on the tools" during training and embedding to gain total fluency in our processes and procedures.Strong Coaching DNA: Ability to translate feedback into practical, on-the-floor behavior change.Operational Acumen: Proficiency in performance data to turn metrics into actionable growth strategies.

Key Details

Start Date: Friday, 2nd October 2026Fixed Term Contract Ending: 24/12/2027 Work Location: In-Centre / On-Site – Melbourne CBD Hub (Latrobe Street)

Why Join Us?

Shape a New Team: Bring your strategies, energy, and leadership style to establish the culture and standards for a newly formed team within an established division.Well-being First: Access an unlimited mental health and well-being platform, empowering you to stay balanced and thrive both personally and professionally.Everyday Savings: Enjoy perks via Flare—discounts on technology, phone bills, fuel, groceries, fashion, dining, and entertainment.

If you’re a natural leader who thrives in a 24/7 environment, leads from the front, and delivers exceptional client outcomes, we’d love to hear from you. Apply today!

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!