Team Leader - Customer Service & Allocations
Core
Lead a small team of Customer Service and Allocations Officers to manage client enquiries, interpreter bookings, and daily operational workflows.
Role type
Team Leader – Customer Service & Allocations
Builds
Language interpretation and translation services for clients
Domain
Language services / Telecommunications
Required skills
Team leadership, operational coordination, KPI monitoring, roster management, conflict resolution, Microsoft Office proficiency, problem-solving
Preferred skills
Experience in scheduling, booking coordination, language services, or healthcare environments
Responsibilities
Lead, coach and support a team of Customer Service and Allocations Officers; Oversee daily operations including inbound call queues and interpreter allocations; Monitor team KPIs and implement strategies to enhance service delivery; Coordinate staff rosters and workload distribution; Manage client and interpreter enquiries and escalations; Provide hands-on operational support during busy periods.
Seniority
Mid-level, hands-on IC with team management responsibilities