Assistant Team Leader - Contact Centre
Moonee Ponds | In-office role
Full-Time role
Are you an experienced contact centre professional ready to take the next step into leadership?
We are seeking a motivated and supportive
Assistant Team Leader
to join our Client Service Centre in Moonee Ponds. This is a hands-on, in-office position combining customer service responsibilities with day-to-day leadership support. Working closely with the Team Leader and Contact Centre Manager, you will help guide the team, maintain service standards and ensure our clients receive a consistently positive experience.
About the role
As Assistant Team Leader, you will:
Support the Team Leader with the daily operation of the Contact Centre
Provide guidance, assistance and real-time support to consultants
Handle both inbound and outbound client calls
Assist with managing call queues, workloads and daily priorities
Monitor team performance and help consultants achieve service and productivity targets
Provide constructive coaching and feedback
Assist with escalated or complex client enquiries
Promote a positive, respectful and collaborative team environment
Step into the Team Leader role when required
Ensure company procedures and service standards are consistently followed
Rotating roster Monday to Friday 8:30am to 7pm. Saturday's until October 31st8:30am to 3pm.
About you
You will be someone who:




Has experience working in a contact centre or high-volume customer service environment andinterested in developing or continuing a career in leadership
Communicates clearly, professionally and confidently
Enjoys supporting and bringing out the best in others
Can provide feedback in a constructive and encouraging wayRemains calm and solutions-focused when handling challenging situations
Is comfortable working toward performance and service targets
Can effectively balance leadership responsibilities with taking inbound and making outbound calls
Is reliable, organised and able to manage competing priorities
Contributes positively to team culture
Previous leadership, coaching or mentoring experience will be highly regarded.
What we offer
An opportunity to develop your leadership capabilities
Ongoing support from experienced Contact Centre leaders
A varied role combining customer service, coaching and team support
A collaborative and supportive working workplace
The opportunity to make a genuine contribution to the success of the team and the experience of our clients
This is an
in-office position based in Moonee Ponds
Victoria
and is not offered as a remote or hybrid role.
If you are a strong customer service professional who enjoys helping others succeed and is ready to take the next step in your career, we would love to hear from you.
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📌 Assistant Team Leader - Contact Centre - Moonee Ponds (Melbourne)
🏢 H&R Block External
📍 Melbourne