Team Leader - Voice (Pioneer Program)
At Symbos, we create connected experiences that start with empathy, are powered by technology and backed by people who genuinely care about doing great work. Australian‑led with global scale, we support leading brands across telecommunications, utilities, finance, energy and insurance by building high‑performing customer experience teams.
We’re looking for a Team Leader who enjoys leading from the front, supporting people through fast‑paced environments and helping teams consistently deliver great service.
About the role
As a Team Leader, you’ll be responsible for guiding and supporting a team of customer service professionals working the night shift. You’ll focus on performance, quality and engagement, making sure your team feels supported, clear on expectations and confident handling customer interactions.
You’ll work closely with internal teams and stakeholders, keep a close eye on service delivery and step in when escalations or coaching moments are needed.
What you’ll be doing
Leading and supporting your team- Coaching, mentoring and 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
- Monitoring quality scores, productivity and 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
- Preparing and sharing team performance and productivity reports
- Working with workforce, HR and 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
What we’re looking 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 communication, organisation and problem‑solving skills
- Confidence handling coaching conversations, performance discussions and escalations
- Willingness and ability to work permanent or rotating night shifts, depending on business needs
- A dedicated, quiet home workspace suitable for leading voice‑based teams
- Fast and stable internet connection, required for work‑from‑home operations
- Led voice‑based customer service teams
- Exposure to performance reporting, quality frameworks or workforce planning
- Experience working in client‑facing or SLA‑driven environments
- Experience handling automotive, roadside assistance or vehicle‑related customer service accounts
- 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