MAYDAY is seeking an experienced Call Centre / Delivery Admin Team Leader to join a leading global integrated facilities provider. Secure a long-term opportunity within a fantastic team who values passion in innovation and is dedicated in making a memorable customer experience.

As a key player in the leadership team, you'll support and guide a team of Coordinators, drive continuous improvement and ensure service delivery excellence in a fast-paced and high-volume contact centre environment. This role plays a crucial part in delivering timely and accurate work order management for social housing clients across NSW.

What's in it for you?

• Full-time permanent position
• $85,000.00 + super
• Located in Sydney CBD
• Monday - Friday: Standard business hours, with staggered starts between 7:00am – 6:30pm
• Hybrid working model after probation (1 day WFH)
• A highly collaborative and inclusive work environment
• Enjoy being part of a hardworking supportive team

Main responsibilities include:

• Lead a team supporting reactive and planned maintenance operations under a major state contract
• Provide resource support across both the Call Centre and Planning teams
• Implement and refine policies, procedures, and training programs using internal systems (including Evolution)
• Support continuous improvement through automation and efficiency initiatives
• Work closely with subcontractors and trade staff to ensure timely service delivery
• Oversee team performance, coaching, and development to meet and exceed KPI benchmarks
• Act as escalation point for complex client enquiries and service issues
• Support workforce planning and cover senior admin roles as required
• Foster a positive, high-performing team culture

The ideal candidate:

• Minimum 3 years' experience in a call centre or similar operations environment
• Strong leadership qualities with a hands-on, supportive management style
• A genuine passion for customer service and building team capability
• Exceptional communication and problem-solving skills
• Ability to manage performance, workflows, and drive continuous improvement
• High attention to detail and proficiency in Microsoft Office and CRM systems (Salesforce, HubSpot, or similar)
• Experience in facilities, property, or housing services is highly desirable
• Certificate IV in Customer Service or Business (preferred)

If you're a confident leader with a background in contact centres or facilities administration, and you're looking for your next challenge, we'd love to hear from you. Apply now or reach out to the MAYDAY Recruitment team for a confidential chat.