5d ago , from Illawarra Mercury Job Board

Job Type: Permanent position | Full time position

Job Description

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. Robust written, auditory, and verbal communication skills. Intermediate computer literacy; practical exposure to Share Point 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.

Equal Opportunity Statement

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.

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📌 Call Centre Team Leader (Sydney)
🏢 Select Aust Sydney
📍 Sydney