Your New Role
Join an iconic Australian telecommunications brand in the heart of Sydney CBD. As the Night Shift Call Centre Team Leader, you will guide and empower a dedicated team of 15 call centre operators responsible for triaging critical 000 emergency calls. In this high-stakes leadership role, you will foster a strong team culture during the night shift, delivering vital, life-saving support to the community when it matters most.
This is a full-time, office-based Call Centre Team Leader role operating on a 8-week rotational roster (4-on, 4-off structure), with shift hours running from 8:30pm to 6:10am.
Your responsibilities will be:
- Coach, develop, and inspire your team of 15 night shift operators while managing performance KPIs, driving positive change, and navigating difficult conversations in a high-pressure 000 emergency environment.
- Partner closely with the workforce scheduling team to manage shift coverage, ensuring optimal staffing on the 000 emergency hotline to meet critical, time-sensitive community commitments.
- Monitor live operational systems to analyse workload trends, track resource fluctuations, and maintain response readiness throughout the night shift.
- Take ownership of complex queries and high-priority call escalations, applying standard procedures to maintain service quality across the 000 emergency call centre.
- Identify operational improvements, clear process roadblocks, and streamline night shift workflows to enhance emergency response outcomes for the Australian community.
About You
- Previous experience as a Call Centre Team Leader, Customer Service Team Leader, or Contact Centre Supervisor.
- Demonstrated ability to set priorities, make sound business judgments under pressure, and maintain high team morale during night shifts.
- Strong written, auditory, and verbal communication skills.
- Intermediate computer literacy; practical exposure to SharePoint and Power BI is highly advantageous.
- Willingness to complete standard compliance checks, including a police check and a hearing test (essential for this emergency environment).
Benefits to You
- Every single shift is a penalty shift! Boost your $92k package to a $120k+ OTE with a 30% loading on weekdays, 50% on Saturdays, and 100% on Sundays, plus overtime opportunities.
- Eligible for a Short-Term Incentive (STI) annual bonus of up to 6%.
- Receive a fully supported, 3-week comprehensive onboarding and training program conducted during daytime hours by the line manager.
- 16 weeks of paid parental leave for both primary and secondary carers.
- Receive a free mobile phone plan and a laptop/device allowance renewed every 2 years.
- Access to a purchased annual leave scheme and generous discounts on the company's full suite of products and services.
Ready to Make a Difference?
If you are an experienced leader looking for a rewarding, impactful night shift lifestyle with a top-tier Australian employer, we want to hear from you. Please click APPLY NOW to submit your CV for immediate consideration, or send your resume directly to nia.williams@randstad.com.au.
At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.
