Payments CX Team Lead

Tech Mahindra; Melbourne; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Paid Parental Leave

Employee Assistance Program (EAP)

Health, Safety & Wellbeing commitment

Novated Leasing (car leasing options)

Monthly Team Activities

Learning & Development resources

Career pathways across Operations

Job summary

Tech Mahindra is seeking an experienced Team Leader to drive a high-performing customer service team within a payments environment in Melbourne. You will coach, monitor, andDevelop staff to meet customer experience and quality KPIs while managing day-to-day activities and escalations.

You will use performance data to implement improvements, support new processes, and ensure compliance with policies and security standards.

Qualifications

• Previous Team Leader, Supervisor or people leadership experience in a contact centre or customer operations environment.
• Demonstrated experience coaching, developing and managing frontline performance.
• Strong understanding of customer service and operational performance metrics/KPIs.
• Strong communication and active-listening skills.
• The confidence to manage escalations and make sound, timely decisions.
• Strong analytical and problem-solving skills.
• Experience interpreting performance reports and identifying improvement opportunities.
• Good organisational skills and the ability to manage competing operational priorities.
• A customer-focused mindset with a strong sense of ownership and accountability.
• The ability to build effective relationships with team members, peers and stakeholders.

Responsibilities

• Lead, coach and support a team of customer service professionals.
• Monitor individual and team performance against customer experience, quality and operational KPIs.
• Provide regular feedback, coaching and development to help team members achieve their goals.
• Manage day-to-day team activities, schedules, workloads and operational requirements.
• Analyse performance reports and translate insights into practical actions.
• Take ownership of operational and customer escalations and drive them through to resolution.
• Identify opportunities to improve processes, service delivery and team performance.
• Support training and implementation of new processes and procedures.
• Prepare and maintain regular operational reports and performance updates.
• Ensure team adherence to relevant policies, procedures, privacy, security and compliance requirements.

Skills

Team Leadership

Coaching

Customer service metrics

Communication

Analytical thinking

Decision making

Organisational skills

Ownership mindset

Job description

Tech Mahindra is seeking an experienced Team Leader to drive a high-performing customer service team within a payments environment in Melbourne. You will coach, monitor, andDevelop staff to meet customer experience and quality KPIs while managing day-to-day activities and escalations.

You will use performance data to implement improvements, support new processes, and ensure compliance with policies and security standards.