Call Centre Customer Service Manager Sydney Permanent / Full Time 24/8/2026 Team Lead Sundays to Wednesday (4 days work) 8a.m.
to 6p.m.
Permanent Position Based on Sydney's Northern Beaches $80,000 + superannuation Our client is seeking an organised and proactive Team Leader to support the day-to-day operation of their Rescue Office.
In this hands-on leadership role, you'll oversee rescue case management, support the 38 high-performing rescue team, monitor KPIs, coordinate workloads, and help ensure rescue requests are responded to quickly and effectively.
Key responsibilities: Support and lead a high-volume contact centre team.
Monitor rescue cases, call queues, and service performance.
Resolve complex enquiries and escalate priority matters.
Analyse performance data and prepare operational reports.
Coordinate staffing, approve timesheets, and maintain service coverage.
Drive continuous improvement projects and support current systems.




About you: You have at least two years' experience leading a contact centre or customer service team, strong organisational and problem-solving skills, excellent communication, and a passion for delivering outstanding service.
Experience monitoring KPIs, coaching staff, and managing competing priorities is essential.
Why Apply?
Make a genuine difference to the animals rescued.
Supportive, purpose-driven team culture.
Diverse and rewarding leadership role.
Ongoing learning and development opportunities.
If you're an experienced operations team leader looking for meaningful work where every day makes an impact, we'd love to hear from you.
APPLY NOW by sending your resume or for a confidential chat call Julie on ************

📌 Call Centre Team Lead (New South Wales)
🏢 Optimal Recruitment
📍 New South Wales