Operations Centre Team Leader
📍 Sydney CBD, NSW
🕒 Full-Time | Permanent
🏢 On-site at BGIS Operations Centre

About BGIS
BGIS is a global leader in integrated facilities management, providing sustainable and innovative solutions to clients across diverse sectors including government, healthcare, education, and utilities. With over 12,000 team members managing more than 50,000 facilities globally, we are committed to operational excellence, safety, and service delivery.

About the Role

We are seeking a dynamic Operations Centre Team Leader to lead a team of 10–15 contact centre agents at our Sydney CBD-based Operations Centre. This is a fast-paced, high-volume environment servicing a major government contract.

As a hands-on, all-rounder Team Leader, you will be responsible for team performance, workforce planning, coaching, and continuous process improvement. You'll bring strong leadership and a proactive mindset to help drive a culture of service excellence and operational success.

What You'll Be Doing Lead, coach, and mentor team members to deliver outstanding service Drive continuous improvement of processes and team performance Oversee day-to-day operations including call queue and escalation management Collaborate with stakeholders and contribute to workforce planning Ensure KPIs, SLAs, and customer service metrics are consistently met or exceeded Support recruitment and onboarding of new team members What You’ll Bring

Essential:

Proven experience leading high-performing teams in a fast-paced contact centre Strong track record of achieving performance targets Excellent time management and attention to detail High-level communication skills—written and verbal Analytical mindset and ability to interpret call centre metrics Experience with government contracts or compliance-heavy environments

Desirable:

Certificate IV or higher in Customer Service or related field Background in Facilities Management or reactive maintenance environments Familiarity with trade coordination and operational KPIs Why Join BGIS?

Enjoy a role with purpose, variety, and development opportunities. Our team culture is built on trust, recognition, and inclusivity.

We offer:
✔ Diverse Facilities Management exposure
✔ Career growth through secondments & job rotation
✔ Paid study support & leadership development
✔ Recognition through Excellence Awards & incentives
✔ Health & wellness perks: flu vax, health checks, EAP
✔ Flexible work tailored to the role
✔ Annual celebrations & community impact initiatives
✔ One of the Top 10 Most Inspiring Workplaces

Additional Information

Location: On-site at our Operations Centre in Sydney CBD

Employment Type: Full-time, permanent

Eligibility: Must have full working rights in Australia

Apply Now

If you're a driven and collaborative leader ready to make a real impact, apply today!
🌐 Explore more careers with us at BGIS

BGIS is an equal opportunity employer and is committed to a diverse and inclusive workplace.