Role: Team Lead – Client Services & Operations

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About the Role

We are seeking a dependable and proactive Team Lead – Client Services & Operations to oversee day-to-day operational coordination for our client services team.

This role is responsible for ensuring smooth workforce coverage, disciplined shift operations, and consistent service delivery across our client accounts. The Team Lead will act as the first line of operational control, ensuring that roster management, team accountability, and client service expectations are consistently maintained.

This position is ideal for candidates who have previously supervised customer support or service teams in shift-based environments.

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Key Responsibilities

Client Coverage & Roster Management

• Prepare and finalise weekly client rosters to ensure all client coverage requirements are met
• Manage last-minute roster changes and operational adjustments
• Anticipate potential staff shortages and coordinate with recruitment to maintain adequate staffing
• Act as the primary escalation point for roster-related client issues
• Maintain accurate records of client roster updates and contact details
• Coordinate with recruitment and payroll teams to ensure smooth operational coverage

Internal Team Leadership

• Manage internal shift structures and enforce shift discipline
• Approve and manage shift swaps and schedule adjustments
• Monitor attendance, punctuality, and operational compliance
• Review payroll variance reports prior to approval
• Ensure proper shift handovers and operational continuity
• Conduct first-level corrective discussions where required
• Support onboarding and training of new team members
• Identify performance gaps and provide feedback to improve team reliability

Operational Oversight

• Monitor workload distribution and operational efficiency
• Identify recurring operational issues and recommend improvements
• Ensure service level expectations are consistently met
• Provide weekly operational updates to the Operations Manager
• Identify capacity gaps and recommend hiring needs where required

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Working Hours & Availability

• Monday – Friday: 8:30 AM – 5:00 PM AEDT (Australian Eastern Daylight Time)
• Candidates must be comfortable working hours aligned with Australian business hours
• Occasional weekend availability may be required in the event of urgent operational needs

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Minimum Requirements

• 2–4 years of experience in service operations, support team leadership, workforce coordination, or similar operational roles
• Experience managing shift-based teams or operational rosters
• Strong ability to manage team discipline, attendance, and operational accountability
• Ability to handle client escalations and operational problem-solving
• Strong written and verbal communication skills in professional English

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Compensation

• Monthly earnings: LKR 160,000 – 180,000
• Paid on an hourly basis
• Full-time role aligned with Australian operational hours