Assistant Team Leader - Contact Centre

Moonee Ponds | In-office role

Full-Time role

Are you an experienced contact centre professional ready to take the next step into leadership?

We are seeking a motivated and supportive Assistant Team Leader to join our Client Service Centre in Moonee Ponds. This is a hands-on, in-office position combining customer service responsibilities with day-to-day leadership support. Working closely with the Team Leader and Contact Centre Manager, you will help guide the team, maintain service standards and ensure our clients receive a consistently positive experience.

About the role

As Assistant Team Leader, you will:

• Support the Team Leader with the daily operation of the Contact Centre
• Provide guidance, assistance and real-time support to consultants
• Handle both inbound and outbound client calls
• Assist with managing call queues, workloads and daily priorities
• Monitor team performance and help consultants achieve service and productivity targets
• Provide constructive coaching and feedback
• Assist with escalated or complex client enquiries
• Promote a positive, respectful and collaborative team environment
• Step into the Team Leader role when required
• Ensure company procedures and service standards are consistently followed
• Rotating roster Monday to Friday 8:30am to 7pm. Saturday's until October 31st 8:30am to 3pm.

About you

You will be someone who:

• Has experience working in a contact centre or high-volume customer service environment and interested in developing or continuing a career in leadership
• Communicates clearly, professionally and confidently
• Enjoys supporting and bringing out the best in others
• Can provide feedback in a constructive and encouraging way Remains calm and solutions-focused when handling challenging situations
• Is comfortable working toward performance and service targets
• Can effectively balance leadership responsibilities with taking inbound and making outbound calls
• Is reliable, organised and able to manage competing priorities
• Contributes positively to team culture
• Previous leadership, coaching or mentoring experience will be highly regarded.

What we offer

• An opportunity to develop your leadership capabilities
• Ongoing support from experienced Contact Centre leaders
• A varied role combining customer service, coaching and team support
• A collaborative and supportive working environment
• The opportunity to make a genuine contribution to the success of the team and the experience of our clients
   

This is an in-office position based in Moonee Ponds Victoria and is not offered as a remote or hybrid role.

If you are a strong customer service professional who enjoys helping others succeed and is ready to take the next step in your career, we would love to hear from you.