Customer Service Team Leader

You will lead a team of 10 to 15 customer service representatives working a client account out of Corpshore Australia's Melbourne site, a division of Corpshore Solutions Corporation. You own the service level and quality outcomes that team produces day to day, and you are the first person a representative or a client comes to before an issue is serious enough to reach the operations manager.

This is a hands-on floor leadership role. You will run team huddles, sit in on calls, coach one-on-one, and manage the roster, while also being the person who calms an escalated customer down when a representative cannot. The core week is Monday to Friday on the floor, with a rostered on-call rotation for weekend coverage since the client account operates seven days.

Own service level, quality score and customer satisfaction outcomes for your team against the targets set with the client. Coach representatives individually, using call monitoring and quality scoring to identify what specifically to work on rather than giving generic feedback. Build and manage the weekly roster for your team, balancing coverage requirements against leave requests and the entitlements every employee has under the National Employment Standards. Take escalated calls and complaints that a representative cannot resolve, and decide in the moment whether the right response is a workaround, a policy exception referred upward, or simply de-escalation. Run daily huddles and regular one-on-ones, and manage underperformance directly and early rather than letting it become a bigger problem at the next review. Report team performance to the operations manager, including the honest explanation behind a missed target, not just the number. Handle the first level of any people issue on your team, including attendance, conduct and basic grievances, escalating to HR or the operations manager when it goes beyond coaching. Carry the rostered weekend on-call phone and make the call on any operational issue that cannot wait until Monday.

At least two years in a contact centre or customer service environment, including some experience informally leading, mentoring or training other representatives. Working knowledge of contact centre metrics, including service level, average handle time, quality scoring and CSAT, and what actually moves each of them. Confident, calm communication, including the ability to have a direct conversation about performance without it becoming personal. Basic rostering experience or the aptitude to learn workforce scheduling quickly. Comfortable being the escalation point on a difficult call, not just handling the easy ones.

Prior formal team leader or supervisor experience in a contact centre. A qualification or short course in people leadership or coaching. Experience with a specific client vertical such as insurance, telecommunications or retail. A second language relevant to Corpshore Australia's client base. Familiarity with workforce management or rostering software.

The compulsory superannuation guarantee, currently 11.5 per cent and rising to 12 per cent, on top of base salary. A defined path to Operations Manager for team leaders who consistently deliver, with visibility into what that next role actually involves. Leadership coaching and development budget, not just an annual review. On-call allowance for weekend coverage in line with the applicable Modern Award. The authority to actually manage your team, including performance and rostering decisions, rather than a title without the decision rights that go with it.