Site Lead  

Key Responsibilities
Sales & Conversion
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Drive inbound and outbound conversion rates across all product lines
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Monitor agent performance including talk time, close rates and productivity daily
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Work with the Operations Manager to set targets and hold teams accountable
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Build and maintain reporting frameworks for sales efficiency and cost per acquisition
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Identify performance gaps and implement corrective action quickly
Quality & Compliance
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Maintain a compliance-first culture across all agent interactions
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Ensure all sales activities align with Australian regulatory requirements and partner standards
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Implement and oversee QA, coaching and audit frameworks
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Drive reduction in complaints and improvement in customer outcomes
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Escalate compliance risks immediately to the Operations Manager
Workforce Management
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Own rostering, shift planning and capacity forecasting
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Optimise staffing levels against sales demand and service level targets
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Improve agent utilisation, efficiency and scheduling adherence
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Support the scaling plan to 3X current headcount in partnership with Operations Manager and HR Manager
Operational Performance & Reporting
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Run daily and weekly performance reviews with team leaders
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Deliver operational reporting to the Operations Manager on a regular cadence
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Track and manage cost per sale, productivity and quality metrics
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Build a high-accountability culture through structured coaching and performance reviews
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Identify bottlenecks and operational inefficiencies and fix them fast
Team Leadership
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Lead, coach and develop team leaders and floor supervisors
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Set clear performance expectations and hold the floor accountable to them
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Work with the HR Manager on performance management cases as required
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Foster a strong performance culture grounded in results and accountability

What We Are Looking For
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8–12+ years of experience in contact centre operations, with at least 3 years in a senior leadership role
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Proven track record managing large inbound and outbound sales teams
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Strong knowledge of workforce management, rostering and capacity planning
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Deep understanding of contact centre sales metrics and QA frameworks
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Experience operating within Australian-client or international BPO environments preferred
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Highly data-driven — comfortable building and using performance dashboards
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Decisive, accountable and operational in nature — a floor leader, not a desk leader
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Strong ability to coach and develop team leaders to deliver results
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Experience supporting rapid team scaling is a strong advantage