Team Lead - Customer Service & Allocations (Perth)

Oncall; Western Australia; On-site; AUD 100,000 - 125,000; Full time

Job summary

Oncall Language Services is seeking a proactive Team Leader - Customer Service & Allocations to oversee a small operations team in Perth. The role manages client enquiries, interpreter bookings allocations, and maintains service standards in a fast-paced environment.

You will coordinate daily workflows, monitor performance, coach staff, and collaborate with Melbourne head office to drive continuous operational improvement. Prior leadership or 2IC experience is highly regarded.

Qualifications

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

Responsibilities

• Lead and support a team of Customer Service and Allocations Officers.
• Oversee daily operations including call queues, allocations and booking priorities.
• Monitor KPIs, identify improvement areas and implement enhancement strategies.

Skills

Team leadership

Coaching

Customer service

KPI monitoring

Communication

Problem solving

MS Office

Tools

Microsoft Office

Job description

Oncall Language Services is seeking a proactive Team Leader - Customer Service & Allocations to oversee a small operations team in Perth. The role manages client enquiries, interpreter bookings allocations, and maintains service standards in a fast-paced environment.

You will coordinate daily workflows, monitor performance, coach staff, and collaborate with Melbourne head office to drive continuous operational improvement. Prior leadership or 2IC experience is highly regarded.