call centre team leader

They are looking for energetic, passionate, and dedicated Call Centre Team Leader to join their vital national Triple Zero (000) emergency hotline team in Sydney CBD. This is a role where you can make a genuine, life-saving impact every single day.

Your New Role

As the Night Shift Team Leader, you will take ownership of the critical overnight operations within the 000 emergency call centre. Leading a dedicated team of up to 15 call centre staff, you will balance two primary focus areas: people leadership and daily operational excellence in a high-stakes environment.

This is a permanent, full-time position operating on an 8-week rotational roster. While currently under review to optimize team balance, the roster is moving towards an ideal 4-on, 4-off structure with shift hours running from 8:30 pm to 6:10 am.

Your responsibilities will be:

• Coach, develop, and inspire your team while effectively managing performance KPIs, change, and difficult conversations.
• Partner with scheduling to manage resource coverage, ensuring enough staff are on the phones to meet critical commitments.
• Monitor operational systems and use SharePoint and Power BI to report on workload and resource fluctuations.
• Take ownership of and resolve complex customer complaints and escalated issues using standard procedures.
• Identify bottlenecks, clear operational roadblocks, and streamline processes to improve outcomes for the community.

About You

• Minimum of 2 years of experience in a leadership role.
• Proven ability to determine priorities, make sound business judgements under pressure, and motivate a team during late-night hours.
• Exceptional written, auditory, and oral communication skills.
• Intermediate computer literacy. Practical exposure to SharePoint and Power BI is highly advantageous.
• You must be willing to undergo standard background checks, including a police check and a hearing test (essential for this 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.