The Team Leader leads the day-to-day performance, culture and capability of the Modus Helpdesk Team - the initial point of contact for clients, trades and Service Delivery Partners across voice, email, client portals and after-hours channels. The role owns work order management, workforce planning and the customer experience that comes with it: work allocated and scheduled to the right trades, the team forecast and rostered to meet demand across a 24/7 operation, contractual and operational KPIs achieved, safety and escalation protocols followed, and the operation resourced and staffed. The Team Leader is responsible for building a high-performing team, maintaining high standards of service delivery, and continuously looking for ways to deliver operational efficiencies and improve Customer Experience.

Key responsibilities

Lead the Help Desk Coordinators to ensure all client jobs are logged, scheduled and completed on time and within budget

Own the customer experience across every channel, ensuring contacts are answered promptly, resolved at first contact wherever possible, and handled consistently

Own daily, weekly and monthly Contact Centre performance against service level, quality and productivity targets, intervening early when performance trends off track

Work on the forecasting and rostering cycle, translating contact and work order volumes into accurate resourcing requirements across a 24/7 roster

Manage real-time queue management, schedule adherence, shrinkage, breaks and reallocation of resources as demand shifts

Lead by example, fostering a collaborative, high-performing and customer-focused culture that upholds Modus' service standards





Provide leadership, coaching and mentoring, driving accountability and performance through regular feedback and development planning

About you

5+ years' experience in a Customer Contact Centre or Operations Centre

Experience with Contact Centre technology platforms including multiple channels, automation and robotics

Strong understanding of Quality, Compliance and Customer Experience frameworks

Strong understanding of Workforce Planning practices (forecasting, rostering, reporting, real time analysis)

Strong people management skills from a quick paced, high performing culture

Strong leadership, influencing and stakeholder management skills

Demonstrated experience in driving change initiatives and deliver agreed outcomes

Highly developed communication and influencing skills, with the ability to adapt communication style to different levels and audience

Able to review data and drive improvements to operational and financial performance

Advanced Excel, Outlook, PowerPoint, and Word skills

Why Join Modus?

At Modus, we believe our people are the driving force behind our success. That's why we invest in creating a workplace where you can thrive professionally while enjoying a supportive, inclusive culture.

What’s in it for you?





Competitive Salary - Be rewarded for your experience and contribution.

Career Growth - Genuine progression, training and professional development.

Family Benefits - Paid parental leave, fertility leave and baby benefits.

Extra Leave - Birthday Leave and Loyalty Leave.

Great Culture - Supportive leadership, collaborative teams and a workplace where your ideas matter.

Wellbeing - EAP and wellbeing initiatives to support you at work and beyond.

Make an Impact - Real autonomy, trusted client relationships and the opportunity to shape service delivery.

Unlock job insights

Hirer responsiveness Salary match Number of applicants

Your application will include the following questions:

- Which of the following statements best describes your right to work in Australia?
- What's your expected annual base salary?
- How many years' experience do you have as a Contact Centre Team Leader?
- How much notice are you required to give your current employer?

WE ARE MODUS - a dynamic, progressive, and innovative Australian owned National commercial construction, fit-out and facilities maintenance company. Established in 2010 from humble beginnings, we now have over 330 employees and 11 branches nationwide.

WE ARE MODUS - a dynamic, progressive, and innovative Australian owned National commercial construction, fit-out and facilities maintenance company. Established in 2010 from humble beginnings, we now have over 330 employees and 11 branches nationwide.

7d ago

Customer Experience Lead

10d ago

What can I earn as a Contact Centre Team Leader

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📌 Contact Centre Team Leader (Melbourne)
🏢 Modus Projects
📍 Melbourne