After-Hours Coordinator Team Lead
Team Leader — The Local Anchor Your Team Looks To
Great teams don't run on process alone — they run on someone who shows up, sets the standard, and has their people's backs. That's this role. You'll be the dedicated local leadership presence for our Afterhours and Coordination team: the person who drives performance, steadies day-to-day operations, and keeps everything tightly aligned with our Australia-based leadership.
If you lead by lifting others — and you get real satisfaction from watching a team hit its stride — keep reading.
What you'll own
You'll lead, coach, and support your team to smash individual and team KPI targets — staying close to performance, spotting the gaps early, and closing them through honest feedback, real development, and the occasional tough-but-fair conversation.
You'll keep the engine running: managing attendance, leave planning (PTO), roster adherence, and scheduling so there's always coverage and service never drops. You'll champion productivity, quality, and process — and provide first-level people leadership, including performance management and escalation when it's needed.
But you'll do more than manage. You'll build — a strong team culture, genuine engagement, high morale, and real wellbeing. You'll be the bridge to our Australian leaders, keeping priorities, communication, and decisions aligned across locations. And you'll always have an eye out for smarter ways to work, contributing to process improvements and supporting onboarding, training, and capability development as the team grows.
You'll thrive here if you have
Must-haves
2–4 years in a team leader, supervisor, or people-leadership role, ideally in a contact centre, coordination, BPO, or shared-services environment
A proven track record of leading teams to meet or exceed KPIs and service-delivery targets
Experience managing performance — including feedback, coaching, performance conversations, and escalations
Strong workforce-management know-how: rostering, leave/PTO planning, attendance, and ensuring operational coverage
Excellent communication skills, written and verbal, with the confidence to align and collaborate across locations and seniority levels
Comfort working across time zones and partnering with offshore/onshore leadership (experience supporting Australian or other international clients a strong plus)
Solid grasp of quality assurance, operational processes, and continuous improvement
Nice to have
Familiarity with workforce-management tools, ATS/CRM platforms, or rostering software
Exposure to onboarding, training, and capability development
A relevant tertiary qualification, or equivalent hands-on leadership experience
A genuine interest in team culture, engagement, and employee wellbeing initiatives
The kind of leader who fits
Calm under pressure and decisive when it counts
Empathetic but accountable — you support your people and hold the standard
Naturally organised, with an eye for detail and a bias for action
Driven by seeing others grow and the team succeed