Contact Centre Team Leader

Join Our Dedicated Contact Centre Team as a Leader

At Lumia Care, we pride ourselves on providing reliable, community-focused support across aged care, disability, and healthcare sectors. We are expanding and looking for a motivated, people-oriented Contact Centre Team Leader to oversee our frontline team and enhance client, family, and stakeholder experiences.

Why Work With Lumia Care?

• Lead a growing, supportive contact centre team
• Contribute to meaningful improvements in client and community outcomes
• Enjoy a hybrid work environment offering flexibility
• Access ongoing leadership growth and career advancement opportunities
• Be part of a values-centred organisation prioritising people and purpose
• Join a national provider expanding in aged care, disability, and healthcare
• Benefit from supportive leadership and a collaborative workplace culture

Role Overview

Reporting to the Workforce Operations Manager, the Contact Centre Team Leader manages the daily functions of the contact centre. This involves ensuring enquiries are handled efficiently, triaged correctly, and resolved to meet organisational standards. You will lead, mentor, and inspire a team of professionals, manage escalations effectively, and continuously optimize service delivery aligned with Lumia Care's commitment to high-quality care.

Key Responsibilities

• Lead, coach and develop a high-performing contact team
• Conduct regular performance reviews and foster skill development
• Support recruitment, onboarding, and training of new staff
• Create and nurture a positive, accountable, and service-driven team culture
• Monitor service levels and centre performance metrics
• Manage workload and staff allocation to ensure responsiveness
• Identify and implement operational improvements
• Provide reporting and insights to guide business decisions
• Ensure professional and timely resolution of enquiries
• Handle complex client issues and manage service escalations
• Support safeguarding and risk escalation procedures
• Collaborate with operational leaders to address service challenges
• Oversee call quality, delivering coaching and constructive feedback
• Lead initiatives to enhance processes and operational efficiency
• Aid the rollout of new systems and procedures
• Coordinate daily workflows and service requests effectively
• Maintain service continuity through prioritization and collaboration with rostering teams
• Guarantee enquiries and required actions meet agreed timelines

Candidate Profile

The ideal candidate brings solid leadership experience within a contact centre or customer service environment, coupled with a dedication to fostering team motivation, enhancing performance, and delivering excellent client engagement. You will have a proven track record of managing KPIs and service standards, strong communication prowess, and a passion for continuous improvement.

Essential Qualifications and Checks

• Relevant qualifications in Business, Customer Service, Community Services, Health Administration, or related disciplines are preferred
• Current National Police Check
• NDIS Worker Screening Clearance or willingness to obtain one
• Valid Australian Driver License
• Legal right to work in Australia

Application Invitation

If you are a passionate leader eager to advance your career in contact centre management and contribute significantly to exceptional care outcomes, we welcome your application. Join us and play a pivotal role in delivering extraordinary experiences to the communities we serve.