Team Leader Voice

AtSymbos we create connected experiences that start with empathy are powered bytechnologyand backed by people who genuinely care about doinggreat work. Australianled with global scale we support leading brands across telecommunications utilities financeenergyand insurance by building highperforming customer experience teams.

Werelooking for aTeam Leaderwho enjoys leading from the front supporting people through fastpacedenvironmentsand helping teams consistently deliver great service.

About the role

As a Team Leaderyoullbe responsible forguiding and supporting a team of customer service professionals working the night on performancequalityand engagement making sure your team feels supported clear on expectations and confident handling customer interactions.

Youllwork closely with internal teams and stakeholders keep a close eye on servicedeliveryand step in when escalations or coaching moments are needed.

Whatyoullbe doing

Leading and supporting your team

• Coachingmentoringand developing a night shift team to meet service levels KPIs and customer experience targets
• Providing regular feedback performance coaching and support to help individuals grow
• Creating a positive and engaged team culture through recognition and motivation
• Supporting onboarding and training of new team members assigned to night shift schedules

Driving service quality

• Monitoring quality scoresproductivityand customer satisfaction across overnight operations
• Spotting trends or gaps and putting practical improvements in place
• Acting as an escalation point for more complex customer issues

Operational and stakeholder support

• Preparing and sharing team performance and productivity reports
• Working with workforceHRand recruitment teams to support staffing and scheduling needs
• Partnering with clients and internal stakeholders to provide updates and insights
• Making sure policies procedures and compliance standards are followed during night shift operations

Whatwerelooking for

Essential

• At least 2 years experience as a Team Leader or Supervisor in a customer service or BPO environment
• Proven ability to motivate and lead teams ideally in a night shift or shifting schedule setup
• Strong communicationorganisationand problemsolving skills
• Confidence handling coaching conversations performancediscussionsand escalations
• Willingness and ability to work permanent or rotating night shifts depending on business needs
• Adedicated quiet home workspacesuitable for leading voicebased teams
• Fast and stable internet connectionrequiredfor workfromhome operations

Nice to have

• Experience leading voicebased customer service teams
• Exposure to performance reporting qualityframeworksor workforce planning
• Experience working in clientfacing or SLAdriven environments
• Experience handling automotive roadside assistance or vehiclerelated customer service accounts

Why join Symbos

• Competitive salary and performance incentives
• HMO coverage starting Day 1
• Group life insurance
• Mental health helpline and wellbeing initiatives
• Access to learning and development programs