Team Leader

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

You'll lead a team responsible for delivering high-quality customer experiences within a fast-paced Payments environment. As an experienced Team Leader, you'll be responsible for the day-to-day performance of your team, providing coaching and support, monitoring operational performance and helping your people deliver positive customer outcomes.

Key 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

About you

Previous Team Leader, Supervisor or people leadership experience, ideally within a contact centre or customer operations environment

Demonstrated experience coaching, developing and managing the performance of frontline employees

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

Paid Parental Leave supporting you and your family with paid parental leave, in line with company policy

Employee Assistance Program (EAP) access to confidential wellbeing and support services

Health, Safety & Wellbeing commitment to your health, safety and wellbeing

Novated Leasing access to company car leasing options, subject to eligibility and company policy

Monthly Team Activities designed to keep people connected and engaged

Learning & Development access to self-paced learning tools and resources to support ongoing professional development

Career pathways across Operations, Training, Quality, Workforce Management, Talent and other areas of the business

About us

Tech Mahindra combines technology, digital capability and customer experience to help organisations around the world transform and serve their customers better. We're part of the Mahindra Group, whose entrepreneurial journey began in 1945. When you join our Melbourne team, you're joining a local team with the opportunity and perspective of a global organisation behind you.