Team Leader – Scheduling & Customer Contact Centre

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TYPE OF WORK

Full Time

WAGE / SALARY

?400-500 per hour

HOURS PER WEEK

TBD

DATE UPDATED

Jun 19, 2026

JOB OVERVIEW

Team Leader – Scheduling & Customer Contact Centre



Lead a High-Performing Offshore Team Supporting a Growing Australian Business

Are you an experienced people leader who thrives on building high-performing teams, driving KPIs and creating exceptional customer experiences?

We are partnering with a rapidly growing Australian property services business that supports thousands of residential properties across Victoria. As the business continues to expand, an opportunity has arisen for an experienced Team Leader to oversee and develop a remote offshore scheduling and customer contact team.



This is a hands-on leadership role where you will be responsible for coaching, performance management, workflow optimisation and ensuring the team consistently delivers outstanding service to customers and clients across Australia. You will be responsible for ensuring appointments are efficiently scheduled, customer enquiries are managed professionally and the operation continues to improve through strong leadership and process optimisation. You will become the key point of contact for the offshore team, helping to reduce escalations while fostering a positive, accountable and high-performance culture.



Key Responsibilities

Drive team performance through clear KPIs, coaching and accountability.
Monitor productivity, booking conversion rates and service quality.
Manage escalated customer enquiries and resolve complex issues.
Improve processes, workflows and operational efficiencies.
Partner closely with Australian management to support ongoing business growth.


About You

You are an experienced operations or contact centre leader who enjoys developing people and improving performance.

You will ideally bring:

3+ years' experience leading a scheduling, appointment-setting or customer service team.
Strong leadership, coaching and people management skills.
Experience developing and managing KPIs and performance metrics.
Strong analytical and reporting capability.
The ability to manage multiple priorities in a fast-paced environment.
Experience with CRM, scheduling systems and Microsoft Excel.


Highly Regarded

Experience within trades, maintenance, property management, field services or compliance industries.
Experience managing remote or offshore teams.
Exposure to ServiceM8 or similar field service software.
Experience building dashboards and performance reporting.


Why This Opportunity?

Join a successful and growing Australian business.
Lead and shape a high-performing offshore operation.
Genuine opportunity to influence business performance and future growth.
Supportive leadership team that values initiative and continuous improvement.
Long-term career development and progression opportunities.
Full-time position aligned to Melbourne, Australia business hours.


If you are a proactive leader who enjoys building engaged teams, improving processes and delivering exceptional customer outcomes, we would love to hear from you.

To apply, please submit your resume together with a brief cover letter outlining your leadership experience and what attracts you to this opportunity.

SKILL REQUIREMENT
Appointment Setting Microsoft Excel Leadership
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