Incident Desk Team Lead — Remote 2 Days/Week, Growth

CityFM; City of Monash; Hybrid; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Flexible work arrangement: 2 days from

Career progression

Modern building with free parking

Discounts Hub

Job summary

City FM Australia is seeking an energetic Team Leader to support our contact centre team in Melbourne. This permanent role offers a 7:00am–7:00pm schedule, hybrid work with two days from home after an in-office training period, and working in a dynamic, fast-paced environment.

You will mentor a diverse team, drive targets and KPIs, manage rostering, and liaise with stakeholders, with a strong emphasis on customer relationships and clear communication.

Qualifications

• Previous Team Leader/Supervisor experience is essential.
• Customer service experience is essential.
• Experience in a fast-paced contact centre or office environment.
• Proven ability to build and maintain customer relationships with internal and external stakeholders.
• Driven to succeed and meet/exceed targets.
• Excellent communication and computer skills.

Responsibilities

• Lead, mentor, motivate and manage a diverse team.
• Ensure set targets and KPI’s are achieved.
• Manage day-to-day workload of team members as well as rostering.
• Liaise with internal and external stakeholders.
• Work within a fast-paced contact centre environment that operates 24/7.

Skills

Team Leader

Customer Service

Contact Centre

Stakeholder relations

Targets/KPIs

Attention to detail

Communication skills

Job description

City FM Australia is seeking an energetic Team Leader to support our contact centre team in Melbourne. This permanent role offers a 7:00am–7:00pm schedule, hybrid work with two days from home after an in-office training period, and working in a dynamic, fast-paced environment.

You will mentor a diverse team, drive targets and KPIs, manage rostering, and liaise with stakeholders, with a strong emphasis on customer relationships and clear communication.