Payments CX Team Leader

Tech Mahindra Ltd.; Melbourne; Sur place; AUD 70 000 - 95 000; Plein temps

Avantages offerts par ce poste

Paid Parental Leave

Employee Assistance Program (EAP)

Novated Leasing

Monthly Team Activities

Learning & Development

Résumé du poste

Tech Mahindra Ltd. in Melbourne seeks an experienced Team Leader to drive day-to-day performance of a customer service team in a fast-paced Payments environment. You will coach, support and develop staff while monitoring KPIs and ensuring high-quality customer outcomes.

The role emphasizes coaching, performance analysis and effective escalation management, with a focus on process improvements and compliance. A customer-focused mindset and strong communication are essential.

Qualifications

• Previous Team Leader, Supervisor or leadership experience
• Experience coaching and managing frontline staff
• Strong understanding of customer service metrics and KPIs
• Excellent communication and active listening skills
• Ability to manage escalations and make timely decisions
• Strong analytical and problem-solving capabilities
• Organizational skills with ability to manage competing priorities

Responsabilités

• Lead, coach and support a team of customer service professionals
• Monitor performance against customer experience, quality and KPIs
• Provide regular feedback, coaching and development
• Manage day-to-day team activities, schedules and workloads
• Analyse performance reports and translate insights into actions
• Own escalations and drive them to resolution
• Support training and rollout of new processes
• Prepare and maintain operational reports and performance updates
• Ensure adherence to policies, privacy, security and compliance

Connaissances

Team leadership

Coaching

Customer service

Performance analysis

KPIs

Decision making

Description du poste

Tech Mahindra Ltd. in Melbourne seeks an experienced Team Leader to drive day-to-day performance of a customer service team in a fast-paced Payments environment. You will coach, support and develop staff while monitoring KPIs and ensuring high-quality customer outcomes.

The role emphasizes coaching, performance analysis and effective escalation management, with a focus on process improvements and compliance. A customer-focused mindset and strong communication are essential.