Customer Service Team Leader: Coaching, Rostering & On-Call

Corpshoreaustralia; Melbourne; On-site; AUD 85,000 - 110,000; Full time

Benefits offered by this job

On-call allowance for weekends

Employer contributions to superann

Career path to Operations Manager

Job summary

Corpshore Australia leads a hands-on floor team of 10–15 customer service reps at the Melbourne site, owning service level, quality outcomes and day-to-day performance. You are the first point of contact before issues reach the operations manager.

This is a hands-on role: run daily huddles, coach one-on-one, manage rosters, and handle escalated calls. You also support weekend on-call coverage and report performance with transparent explanations to the operations manager.

Qualifications

• Minimum two years in a contact centre or customer service environment.
• Experience mentoring or training other representatives.
• Knowledge of contact centre metrics: service level, average handle time, quality scoring and CSAT.
• Ability to have direct conversations about performance without it becoming personal.
• Basic rostering experience or the aptitude to learn workforce scheduling quickly.
• Comfortable being the escalation point on a difficult call.

Responsibilities

• Own service level, quality score and customer satisfaction outcomes for your team.
• Coach representatives individually using call monitoring and quality scoring.
• Build and manage the weekly roster for your team.
• Take escalated calls and decide on workaround, policy exception or de-escalation.
• Run daily huddles and regular one-on-ones, and address underperformance early.
• Report team performance to the operations manager with transparency.
• Handle first level people issues, escalate to HR or the operations manager as needed.
• Carry the rostered weekend on-call phone and decide on operational issues when required.

Skills

Contact centre leadership

Mentoring / coaching

Roster scheduling

Call monitoring & quality scoring

Customer service excellence

Tools

Rostering software

Job description

Corpshore Australia leads a hands-on floor team of 10–15 customer service reps at the Melbourne site, owning service level, quality outcomes and day-to-day performance. You are the first point of contact before issues reach the operations manager.

This is a hands-on role: run daily huddles, coach one-on-one, manage rosters, and handle escalated calls. You also support weekend on-call coverage and report performance with transparent explanations to the operations manager.