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 fast 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 energetic, progressive, and innovative Australian owned National commercial construction, fit-out and facilities maintenance company.
Established in **** 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 **** 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
#J-*****-Ljbffr

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