Team Leader – Transperth InfoLine Call Centre (East Perth Train Station) and Transperth InfoCentre (Perth CBD)

$39.37 an hour / $77,799 a year + penalty rates + super

Any hours worked before 7:00 am get 15% loading.

1.25% loading on a Saturday and 1.5% loading on a Sunday.

Our operational hours are between 5:00 am and 6:30 pm. You will work 5 days a week with 8‑hour shifts or 4 days a week with 10‑hour shifts (open to both). You are also expected to work occasional weekends and be versatile within our operating hours.

Responsibilities

- Lead and develop a high‑performing team to deliver service excellence.
- Manage day‑to‑day team performance, attendance and adherence.
- Coach and mentor team members to achieve quality and efficiency targets.
- Build strong relationships with internal stakeholders and our client.
- Drive continuous improvement initiatives to enhance customer outcomes.
- Monitor and report on performance metrics and operational results.

Qualifications





- Experience leading teams in a contact centre or service environment.
- A people‑first approach with strong coaching and engagement skills.
- Confidence influencing, negotiating and building trusted relationships.
- Exceptional written and verbal communication skills.
- A proactive mindset with a focus on continuous improvement.

Benefits

- Career development and leadership growth opportunities.
- Supportive leaders who value your ideas and voice.
- Employee networks that champion diversity and inclusion.
- Access to training and quality development programmes.
- Flexible work‑life balance options.
- Long‑term Government‑backed contract stability.

We seek and celebrate diversity and encourage applications from all backgrounds and cultures, including Aboriginal and Torres Strait Islander people, LGTBQI+, veterans and people with disability.

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📌 Team Leader (Perth)
🏢 Serco
📍 Perth