Probe CX is rapidly expanding. We are now growing our Telco Hardship Support division in Melbourne and are looking for Team Leaders who thrive outside of standard business hours. If you're looking for a leadership role that offers a fixed late-run rhythm rather than the standard 9-to-5, this is your opportunity to shape an expanding foundation team
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.
Key Details
Full-time (38 hours per week), working 5 days per week across a 7-day operation.
Melbourne CBD (Latrobe Street), conveniently located a 5-minute walk from Flagstaff Station
Fixed Term Contract until : 24/12/2027
Must be available during business hours to attend full-time training.
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, below are the current shift patterns.
The Twilight Leader: 4:00pm – 12:00am
The Night Owl: 8:00pm to 4:00am
The Night Owl: 12:00am – 8:00am
There may be times when we need some flexibility, as we might need you to pivot your hours occasionally to support the team.
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!
