Customer Service Team Lead: Metrics-Driven & Engaging

Private Advertiser; Melbourne; On-site; AUD 70,000 - 110,000; Full time

Benefits offered by this job

Company benefits

Team culture

Job summary

Private Advertiser is seeking an experienced Customer Service Supervisor or Team Leader to manage a large call centre team in a fast-paced environment. The role involves shift work, with start times as early as 6am, and a focus on motivation, performance and delivering quick, professional customer service.

You will drive daily metrics, lead root cause analysis and work with regional and national leaders, operations, logistics and commercial teams to align service standards.

Qualifications

• Leadership experience in a busy, fast-paced environment.
• Experience in Construction, manufacturing, Telecommunication or similar industries.
• Proven ability to manage performance.
• Ability to motivate teams and build a positive team culture.
• Adaptability to changing environments and data-driven decisions.

Responsibilities

• Drive team performance through daily metrics and continuous improvement.
• Ensure responsive, solution-focused service for internal and external customers.
• Own key customer service KPIs and lead root cause analysis.
• Collaborate with regional and national leaders, and with operations, logistics and commercial teams to align service standards.
• Build a culture of engagement, accountability and excellence across your team.

Skills

Team Leadership

Performance Metrics

Call Centre Systems

Data Analysis

Cross-functional

Job description

Private Advertiser is seeking an experienced Customer Service Supervisor or Team Leader to manage a large call centre team in a fast-paced environment. The role involves shift work, with start times as early as 6am, and a focus on motivation, performance and delivering quick, professional customer service.

You will drive daily metrics, lead root cause analysis and work with regional and national leaders, operations, logistics and commercial teams to align service standards.