Job Description

Your New Company

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Our client is an iconic Australian brand with a proud past and an even more exciting future. As they transform into a leading technology and telecommunications innovator, they are dedicated to helping customers, employees, and communities thrive in a connected world.

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Your New Role

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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.

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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.

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Your responsibilities will be:

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

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

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- 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.
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- Eligible for a Short-Term Incentive (STI) annual bonus of up to 6%.
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- Receive a fully supported, 3-week comprehensive onboarding and training program conducted during daytime hours by the line manager.
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- 16 weeks of paid parental leave for both primary and secondary carers.
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- Receive a free mobile phone plan and a laptop/device allowance renewed every 2 years.
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- Access to a purchased annual leave scheme and generous discounts on the company's full suite of products and services.
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Ready to Make a Difference?

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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 (New South Wales)
🏢 Randstad
📍 New South Wales