Job Description

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.

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Key responsibilities

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

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

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

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

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

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

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Provide leadership,



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

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About you

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

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

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Strong understanding of Quality, Compliance and Customer Experience frameworks

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

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

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Robust leadership, influencing and stakeholder management skills

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Demonstrated experience in driving change initiatives and deliver agreed outcomes

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

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

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Advanced Excel, Outlook, PowerPoint, and Word skills

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Why Join Modus?

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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.

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What’s in it for you?

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Market-competitive salary - Be rewarded for your experience and contribution.

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Growth opportunities - Genuine progression, training and professional development.

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

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Extra Leave - Birthday Leave and Loyalty Leave.

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

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

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

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Hirer responsiveness Salary match Number of applicants

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Your application will include the following questions:

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

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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.

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7d ago

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Customer Experience Lead

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10d ago

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What can I earn as a Contact Centre Team Leader

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