About the role

You'll lead a team responsible for delivering high-quality customer experiences within a fast-paced Payments environment. As an experienced Team Leader, you'll be responsible for the day-to-day performance of your team, providing coaching and support, monitoring operational performance and helping your people deliver positive customer outcomes.

Key responsibilities

- Lead, coach and support a team of customer service professionals

- Monitor individual and team performance against customer experience, quality and operational KPIs

- Provide regular feedback, coaching and development to help team members achieve their goals

- Manage day-to-day team activities, schedules, workloads and operational requirements

- Analyse performance reports and translate insights into practical actions

- Take ownership of operational and customer escalations and drive them through to resolution

- Identify opportunities to improve processes, service delivery and team performance

- Support training and implementation of current processes and procedures

- Prepare and maintain regular operational reports and performance updates

- Ensure team adherence to relevant policies, procedures, privacy, security and compliance requirements

About you

- Previous Team Leader, Supervisor or people leadership experience, ideally within a contact centre or customer operations environment

- Demonstrated experience coaching, developing and managing the performance of frontline employees

- Strong understanding of customer service and operational performance metrics/KPIs





- Strong communication and active-listening skills
- The confidence to manage escalations and make sound, timely decisions

- Strong analytical and problem-solving skills

- Experience interpreting performance reports and identifying improvement opportunities

- Good organisational skills and the ability to manage competing operational priorities
- A customer-focused mindset with a strong sense of ownership and accountability
- The ability to build effective relationships with team members, peers and stakeholders

Benefits

- Paid Parental Leave supporting you and your family with paid parental leave, in line with company policy

- Employee Assistance Program (EAP) access to confidential wellbeing and support services

- Health, Safety & Wellbeing commitment to your health, safety and wellbeing

- Novated Leasing access to company car leasing options, subject to eligibility and company policy

- Monthly Team Activities designed to keep people connected and engaged

- Learning & Development access to self-paced learning tools and resources to support ongoing professional development

- Career pathways across Operations, Training, Quality, Workforce Management, Talent and other areas of the business

About us

Tech Mahindra combines technology, digital capability and customer experience to help organisations around the world transform and serve their customers better. We're part of the Mahindra Group, whose entrepreneurial journey began in 1945. When you join our Melbourne team, you're joining a local team with the opportunity and perspective of a global organisation behind you.

📌 Team Leader (Melbourne)
🏢 Tech Mahindra
📍 Melbourne