Customer Service & Allocations Team Lead

Oncall Interpreters & Translators; Perth, Melbourne; On-site; AUD 70,000 - 100,000; Full time

Job summary

Oncall Language Services in Perth is seeking a hands-on Team Leader to manage a small Customer Service and Allocations team. You will coach staff, oversee bookings and ensure service standards, with support from head office.

This full-time role blends leadership with daily operations, offering growth through staff development and process improvements. Prior contact centre experience and a customer-first mindset are essential.

Qualifications

• 2+ years in a contact centre or customer service environment
• Experience leading or coaching a team (Senior Officer/2IC) preferred
• Strong organisational skills and ability to prioritise in a fast-paced setting
• Experience monitoring KPIs and managing workflows
• Excellent communication and problem-solving skills
• Hands-on, supportive leadership style with calm under pressure
• Proficient with Microsoft Office and customer service systems
• Experience in scheduling, booking coordination, language services or healthcare environments is advantageous

Responsibilities

• Lead, coach and support a team of Customer Service and Allocations Officers, providing regular feedback and performance guidance
• Oversee daily operations: inbound queues, interpreter allocations and booking priorities
• Monitor KPIs, identify improvement opportunities and implement service enhancements
• Coordinate staff rosters, breaks and workload distribution to maintain coverage
• Manage client and interpreter enquiries, complaints and escalations promptly
• Support onboarding, training and cross-training initiatives
• Provide hands-on operational support during peak periods
• Collaborate with internal departments and report performance to management

Job description

Oncall Language Services in Perth is seeking a hands-on Team Leader to manage a small Customer Service and Allocations team. You will coach staff, oversee bookings and ensure service standards, with support from head office.

This full-time role blends leadership with daily operations, offering growth through staff development and process improvements. Prior contact centre experience and a customer-first mindset are essential.