We're an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!
key role in driving team performance and engagement while supporting the achievement of business objectives. You will be primarily responsible for coaching and developing agents to meet performance and compliance standards, using performance data to monitor progress, identify improvement opportunities, and implement effective action plans that ensure consistent, highquality delivery.
In addition to people leadership responsibilities, the role is accountable for maintaining the integrity and confidentiality of employee information. You will ensure that all employment and personal data is handled in strict accordance with company Information Security and Data Privacy policies, reinforcing a culture of trust, accountability, and compliance across the team.
Responsibilities
- Performance Management & Coaching Conduct regular performance evaluations and coaching sessions to drive individual and team improvement.
- Action issues identified through team performance reports, ensuring timely followthrough and resolution.
Support the execution of competency appraisal systems at both campaign and company levels.
- Process Improvement & Operational Efficiency Improve team effectiveness and efficiency through process reviews, collaboration, and automation initiatives
- Provide feedback on corrective actions implemented based on employee suggestions and performance insights.
- Maintain accurate performance reports, scorecards, and operational data, including attendance, FTE requirements, and team output.
- Ensure schedule compliance, staffing coverage, and effective workload management.
- Ensure systems, tools, and equipment required for operations are available and functioning.
- Contribute to the ongoing maintenance and continuous improvement of the knowledge base, ensuring content remains accurate, current, and aligned with operational changes.
- Communication & Information Flow Communicate program updates, company initiatives, and operational information clearly and consistently to the team.
- Promote effective twoway communication through engagement tools such as ESAT surveys and feedback forums.
- Leadership Support & Stakeholder Collaboration Provide handson support by handling calls as needed to maintain operational awareness and support agent capability
- Escalate risks or issues that may impact the business or team security to senior leadership.
- Collaborate with senior management and internal support teams, including HR and Finance, to support operational objectives.
- Compliance & Governance Enforce standard program and company policies, procedures, and adherence to the Yomojo Operations Manual.
- Take responsibility for specific callrelated processes and approvals required under the Team Leader role.
- Talent Development & Engagement Support the identification and development of highpotential agents for future leadership roles.
- Contribute to rewards, recognition, wellbeing, and employee engagement initiatives
- Ensure the team has adequate training coverage, including the delivery of training modules where required
- Other Operational Responsibilities Support and contribute to additional operational initiatives and tasks, taking ownership where required to ensure continuity, efficiency, and alignment with business priorities.
Requirements
- Education Completion of a minimum two (2) years of collegelevel education
- Experience Recent experience in the Australian Telecommunications industry is required.
- Leadership & People Development Demonstrable leadership skills with the ability to lead by example and inspire team members to perform at a high standard.
- Strong people development and coaching capabilities, with a focus on performance improvement and capability building.
- Takes initiative on new projects and demonstrates accountability and ownership for outcomes.
- Communication & Interpersonal Skills Excellent written and spoken English communication skills.
- Strong interpersonal, customer service, and listening skills, with the ability to communicate effectively across all levels of the organisation.
- High level of integrity, professionalism, and ethical conduct.
- Operational & Analytical Skills Strong organisational, decisionmaking, problemsolving, and analytical abilities.
- High attention to detail with the ability to manage multiple tasks and priorities effectively.
- Ability to work proactively with minimal supervision while following established processes and instructions.
- Comfortable working under pressure in a fastpaced operational environment.
- Technical Skills Computerliterate with proficiency in Microsoft Excel, Word, and PowerPoint.
- Advantages Experience in TIO Case Escalation Handling
- Recent NBN Support Experience
MEASUREMENT OF SUCCESS
- Coaching Completion & Compliance Ensure all required coaching sessions are completed on time and documented accurately in line with quality and compliance standards
- Demonstrate consistent followthrough on coaching action plans, driving measurable improvement in agent performance and capability.
- Team Customer Satisfaction (CSAT) Lead the team to consistently meet or exceed CSAT targets through effective coaching, quality monitoring, and customerfocused service delivery.
- Address performance trends and feedback proactively to improve customer experience outcomes.
- Team Reliability Drive team productivity by balancing efficiency, quality, and workload management.
- Use performance data to identify gaps, implement improvements, and support consistent delivery against operational targets.
- Team Productivity Support collectionsrelated activities effectively, ensuring followups, actions, and escalations are completed accurately and within required timelines
- Contribute to improved collections outcomes while maintaining a professional, customerfocused, and compliant approach.
- Product Review Score Oversee and support positive product review outcomes by ensuring timely, accurate, and professional handling of customer feedback and reviews.
- Address recurring themes from reviews to inform coaching, process improvements, and service enhancements.
OUR VALUES
At Yomojo, We're Committed To Delivering Outstanding Customer Service With a Focus On Simplicity, Innovation, And Teamwork. With Offices In Sydney And Manila, We Foster An International Culture Grounded In Core Values
- Simplicity: We cut through telecom complexity to create clear, no-fuss solutions for our staff and customers.
- Innovation & Impact: As a small, agile team, everyone is empowered to improve processes and drive meaningful change
- Team Spirit: Collaboration, support, and a bit of fun are central to our daily work culture.
- Customer Focus: Our customers come firstwe aim to exceed expectations through personalized, attentive service.
Joining Yomojo means being part of a purpose-driven team that values clarity, contribution, and community
Join the A-Team and experience the A-Life!
