Team Leader - Customer Service & Allocations

Oncall Interpreters & Translators; Perth, Melbourne; Vor Ort; AUD 70.000 - 100.000; Vollzeit

Zusammenfassung

Oncall Language Services in Perth is seeking a hands-on Team Leader to manage a small Customer Service and Allocations team. You will coach staff, oversee bookings and ensure service standards, with support from head office.

This full-time role blends leadership with daily operations, offering growth through staff development and process improvements. Prior contact centre experience and a customer-first mindset are essential.

Qualifikationen

• 2+ years in a contact centre or customer service environment
• Experience leading or coaching a team (Senior Officer/2IC) preferred
• Strong organisational skills and ability to prioritise in a fast-paced setting
• Experience monitoring KPIs and managing workflows
• Excellent communication and problem-solving skills
• Hands-on, supportive leadership style with calm under pressure
• Proficient with Microsoft Office and customer service systems
• Experience in scheduling, booking coordination, language services or healthcare environments is advantageous

Aufgaben

• Lead, coach and support a team of Customer Service and Allocations Officers, providing regular feedback and performance guidance
• Oversee daily operations: inbound queues, interpreter allocations and booking priorities
• Monitor KPIs, identify improvement opportunities and implement service enhancements
• Coordinate staff rosters, breaks and workload distribution to maintain coverage
• Manage client and interpreter enquiries, complaints and escalations promptly
• Support onboarding, training and cross-training initiatives
• Provide hands-on operational support during peak periods
• Collaborate with internal departments and report performance to management

Jobbeschreibung

Team Leader - Customer Service & Allocations

• Step up to a leadership role
• Lead, coach and develop a small customer service and allocations team
• Full-time, hands-on leadership role with a genuine service focus - no sales!

• Step up to a leadership role
• Lead, coach and develop a small customer service and allocations team
• Full-time, hands-on leadership role with a genuine service focus - no sales!

With over 40 years of experience, Oncall is a global leader in language services, supporting over 4,500 interpreters and translators across 230+ languages. Our mission is to bridge communication gaps and deliver innovative, responsive, and high-quality language solutions to our clients.

The Opportunity

Are you passionate about customer service and ready to step into a leadership role where you can make a real impact? Oncall Language Services is looking for a proactive and experienced Team Leader – Customer Service & Allocations to join our small operations team in Perth, on a full-time basis.

In this hands-on leadership role, you will oversee a small team of Customer Service and Allocations Officers, ensuring client enquiries are managed efficiently, interpreter bookings are allocated accurately, and service standards are consistently maintained.

You will be responsible for coordinating daily workflows, monitoring team performance, coaching staff and resolving operational challenges in a fast-paced environment, with great support from our head office in Melbourne.

This is an excellent opportunity for an experienced Customer Service Officer or 2IC looking to take ownership of a team and contribute to continuous operational improvement.

Key Responsibilities

• Lead, coach and support a team of Customer Service and Allocations Officers, providing regular feedback and performance guidance.
• Oversee daily operations, including inbound call queues, interpreter allocations and booking priorities.
• Monitor team KPIs, identify areas for improvement and implement strategies to enhance service delivery.
• Coordinate staff rosters, breaks and workload distribution to maintain operational coverage.
• Manage client and interpreter enquiries, complaints and escalations in a timely and professional manner.
• Support onboarding, training and cross-training initiatives to strengthen team capability.
• Provide hands-on operational support during busy periods, including answering calls and coordinating bookings.
• Collaborate with internal departments, communicate operational updates and provide regular performance reports to management.

What We're Looking For

• A minimum of 2 years’ experience in a contact centre or customer service environment.
• Previous experience (even if informal) leading, supervising or coaching a team, including in a Senior Officer or 2IC capacity.
• Strong organisational skills and the ability to manage competing priorities in a fast-paced environment.
• Experience monitoring KPIs, managing workflows and driving team performance.
• Excellent communication, interpersonal and problem-solving skills.
• A supportive, approachable and hands-on leadership style, with the confidence to manage challenging situations.
• High attention to detail and confidence using Microsoft Office and customer service systems.
• The ability to remain calm under pressure and make sound operational decisions.

Experience in scheduling, booking coordination, language services or healthcare environments will be highly regarded.

Why Join Oncall?

• Take ownership of a small team in an established national organisation.
• Develop your leadership skills through hands-on operational management and staff development.
• Work in a collaborative and truly inclusive environment where your ideas and contributions are valued.
• Play a meaningful role in supporting essential language services across Australia.

Please note: You must have the right to live and work in Australia to apply for this job.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.