Team Lead — Customer Service & Allocations

Language Services Pty; Perth; Hybrid; AUD 70,000 - 110,000; Full time

Job summary

Oncall Language Services in Perth is seeking a proactive Team Leader to oversee a small team of Customer Service and Allocations Officers. The role focuses on managing client inquiries, interpreter bookings, and maintaining service standards in a fast-paced environment.

You will lead, coach and monitor performance, coordinate daily workflows and roster coverage, while collaborating with the head office in Melbourne to drive continuous operational improvement.

Qualifications

• Minimum of 2 years’ experience in a contact centre or customer service environment.
• Experience leading, supervising or coaching a team (Senior Officer/2IC) preferred.
• Strong organisational skills and ability to manage competing priorities.

Responsibilities

• Lead, coach and support a team of Customer Service and Allocations Officers.
• Oversee daily operations including inbound queues, allocations and booking priorities.
• Monitor KPIs and implement improvements to service delivery.
• Coordinate staff rosters, breaks and workload distribution.
• Manage client and interpreter enquiries, complaints and escalations promptly.
• Support onboarding, training and cross-training initiatives.
• Provide hands-on support during busy periods and bookings coordination.
• Communicate updates and provide regular performance reports to management.

Skills

Leadership

Customer service

Scheduling

KPI monitoring

Communication

Tools

MS Office

Job description

Oncall Language Services in Perth is seeking a proactive Team Leader to oversee a small team of Customer Service and Allocations Officers. The role focuses on managing client inquiries, interpreter bookings, and maintaining service standards in a fast-paced environment.

You will lead, coach and monitor performance, coordinate daily workflows and roster coverage, while collaborating with the head office in Melbourne to drive continuous operational improvement.