We are seeking a highly experienced Customer Service Team Leader to head up a vital contact centre operation. This is an exciting opportunity to lead a motivated team, drive operational excellence, and make a significant impact on service delivery within a busy environment.
Your main responsibility will be fostering a high-performing culture while ensuring the team consistently meets and exceeds key performance indicators (KPIs).
Key Responsibilities
Team Leadership & Development
* Lead, motivate, and coach a team of customer service professionals to drive strong results and maintain a positive, productive team culture.
* Conduct regular side-by-side coaching, mentoring, and training to develop capability across various skill levels.
* Set clear performance expectations, provide constructive feedback, and hold team members accountable to service quality and efficiency goals.
* Manage team scheduling and resource allocation to ensure optimal service level coverage.
Operational Excellence
* Oversee daily team operations across voice, email, and digital channels, including handling orders and customer enquiries.
* Manage and resolve complex or escalated customer issues, professionally navigating difficult conversations with customers and internal stakeholders.
* Monitor and interpret contact centre metrics and translate data insights into implementable team plans.
* Proactively analyse performance reports to identify trends, performance gaps, and opportunities for process improvement.
Skills and Experience Required
* A minimum of 5 years' experience in Customer Service within a high-volume Contact Centre environment.
* Demonstrated success in building and leading high-performing teams, fostering accountability and integrity.
* Proven expertise in managing service levels, performance metrics, and KPI-driven objectives.
* Exceptional communication and interpersonal skills with the proven ability to build trust and manage stakeholders effectively (upwards and downwards).
* A customer-first mindset combined with a highly organised, adaptable, and proactive approach to managing competing priorities.
Next Steps
Successful applicants must have full Australian working rights and be willing to undergo and pass a pre-employment medical and police check.
If you are a solutions-focused leader ready for your next role, apply now by submitting your resume and cover letter
At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.