Team Leader – Customer Service & Allocations

About the role

Oncall Language Services is seeking a proactive Team Leader to manage a small team of Customer Service and Allocations Officers in Perth. You will ensure client enquiries are handled efficiently, interpreter bookings are allocated accurately, and service standards are maintained.

Key responsibilities

• Lead, coach and support a team of Customer Service and Allocations Officers, providing regular feedback.
• Oversee daily operations including inbound call queues, interpreter allocations and booking priorities.
• Monitor team KPIs, identify improvement areas and implement strategies to enhance service delivery.
• Coordinate staff rosters, breaks and workload distribution to maintain coverage.
• Manage client and interpreter enquiries, complaints and escalations professionally.

Required profile

• Minimum 2 years’ experience in a contact centre or customer service environment.
• Previous experience leading, supervising or coaching a team (Senior Officer or 2IC role).
• Strong organisational skills with the ability to manage competing priorities.
• Excellent communication, interpersonal and problem‑solving abilities.
• Ability to remain calm under pressure and make sound operational decisions.

Required skills

• Proficiency with Microsoft Office.
• Experience using customer service systems.