At a Glance
- Tasks: Lead and develop a small customer service team, ensuring efficient operations and high service standards.
- Company: Join Oncall, a global leader in language services with over 40 years of experience.
- Benefits: Gain leadership experience, work in a supportive environment, and contribute to meaningful language solutions.
- Other info: Enjoy a collaborative culture where your ideas are valued and career growth is encouraged.
- Why this job: Make a real impact in customer service while developing your leadership skills.
- Qualifications: 2+ years in customer service, with experience in leading or coaching teams.
The predicted salary is between 62100 - 75900 $ per year.
- Team Leader - Customer Service & Allocations
- Step up to a leadership role
- Lead, coach and develop a small customer service and allocations team
- Full-time, hands-on leadership role with a genuine service focus - no sales!
- Step up to a leadership role
- Lead, coach and develop a small customer service and allocations team
- Full-time, hands-on leadership role with a genuine service focus - no sales!
With over 40 years of experience, Oncall is a global leader in language services, supporting over 4,500 interpreters and translators across 230+ languages.
Our mission is to bridge communication gaps and deliver innovative, responsive, and high-quality language solutions to our clients.
The Opportunity
Are you passionate about customer service and ready to step into a leadership role where you can make a real impact?
Oncall Language Services is looking for a proactive and experienced
Team Leader – Customer Service & Allocations to join our small operations team in Perth, on a full-time basis .
In this hands-on leadership role, you will oversee a small team of Customer Service and Allocations Officers, ensuring client enquiries are managed efficiently, interpreter bookings are allocated accurately, and service standards are consistently maintained.
You will be responsible for coordinating daily workflows, monitoring team performance, coaching staff and resolving operational challenges in a fast-paced environment, with great support from our head office in Melbourne.
This is an excellent opportunity for an experienced Customer Service Officer or 2IC looking to take ownership of a team and contribute to continuous operational improvement.
Key Responsibilities
- Lead, coach and support a team of Customer Service and Allocations Officers, providing regular feedback and performance guidance.
- Oversee daily operations, including inbound call queues, interpreter allocations and booking priorities.
- Monitor team KPIs, identify areas for improvement and implement strategies to enhance service delivery.
- Coordinate staff rosters, breaks and workload distribution to maintain operational coverage.
- Manage client and interpreter enquiries, complaints and escalations in a timely and professional manner.
- Support onboarding, training and cross-training initiatives to strengthen team capability.
- Provide hands-on operational support during busy periods, including answering calls and coordinating bookings.
- Collaborate with internal departments, communicate operational updates and provide regular performance reports to management.
What We're Looking For
- A minimum of 2 years’ experience in a contact centre or customer service environment.
- Previous experience (even if informal) leading, supervising or coaching a team, including in a Senior Officer or 2IC capacity.
- Strong organisational skills and the ability to manage competing priorities in a fast-paced environment.
- Experience monitoring KPIs, managing workflows and driving team performance.
- Excellent communication, interpersonal and problem-solving skills.
- A supportive, approachable and hands-on leadership style, with the confidence to manage challenging situations.
- High attention to detail and confidence using Microsoft Office and customer service systems.
- The ability to remain calm under pressure and make sound operational decisions.
Experience in scheduling, booking coordination, language services or healthcare environments will be highly regarded.
Why Join Oncall?
- Take ownership of a small team in an established national organisation.
- Develop your leadership skills through hands-on operational management and staff development.
- Work in a collaborative and truly inclusive environment where your ideas and contributions are valued.
- Play a meaningful role in supporting essential language services across Australia.
Please note
You must have the right to live and work in Australia to apply for this job.
We are an equal opportunity employer and value diversity at our company.
We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
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Team Leader – Customer Service & Allocations in Perth employer: ONCALL Interpreters & Translators
Oncall Language Services is an exceptional employer, offering a part-time Human Resources Administrator role in the vibrant community of South Melbourne. With a strong commitment to social responsibility and a collaborative work culture, employees are empowered to make a meaningful impact while enjoying opportunities for professional growth within a diverse and inclusive environment. Join us to be part of a team that values innovation and supports at-risk communities both locally and globally.
Contact Details:
ONCALL Interpreters & Translators Recruitment Team
