Call Centre Team Leader at MedHealth

City of Stirling, Western Australia, Australia -

Full Time

Start Date

Immediate

Expiry Date

25 May, 26

Salary

0.0

Posted On

24 Feb, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Team Leadership, Call Centre Operations, Coaching, Performance Target Setting, Quality Monitoring, Customer Experience Management, Workflow Allocation, Rostering, Escalation Management, Recruitment, Onboarding, Training, Capability Development, Reporting, Continuous Improvement, NDIS Knowledge

Industry

Hospitals and Health Care

Description

Company Description Welcome to Ability Action Australia We are a national therapy services provider. Every day and in many ways, we are here to help NDIS participants – children, adolescents and adults – get more out of life. Our work is much needed, vitally important and life-changing for our clients and their families. Job Description About the role As our Call Centre Team Leader, you will guide a team providing essential support to NDIS participants, families, and referrers. You’ll ensure every interaction is timely, accurate, and empathetic—reflecting our commitment to high‑quality, person‑centred service. You will coach and develop your team, manage service timeframes, monitor quality, resolve escalations, and champion continuous improvement. You’ll also help maintain strong alignment with our policies, processes, and service expectations so participants always feel supported and informed. What you will do • Lead day‑to‑day call centre operations to meet service levels and participant needs • Set performance targets and provide coaching for consistent, high-quality service • Monitor call quality, customer experience, and adherence to procedures • Manage workflow allocation, rostering, and shift coverage • Handle complex enquiries, complaints, and escalations with empathy and professionalism • Support recruitment, onboarding, training, and capability development • Produce reporting, identify trends, and recommend service improvements • Foster a positive, participant‑centred team culture About you • Experience leading call centre or customer service teams (community or health sectors welcomed) • Comfortable supporting blended onshore and offshore teams • Strong communicator with a calm, solutions‑focused approach • Organised, adaptable, and motivated by continuous improvement • Understanding of the NDIS, disability services, or allied health (advantageous) Why join us? If you want to lead a team that values simplicity, tenacity, collaboration, and exceptional customer experience—and you care about making a difference for people with disability—we’d love to hear from you. Additional Information You are welcome here. Our fast-growing team of more than 3,500 people around Australia represent a huge array of life experiences, skills and ways of thinking. We value all these differences. We are an Equal Opportunity Employer, proudly welcoming people with disability including mental health conditions, people from diverse cultural and linguistic backgrounds, people from the LGBTQI community, veterans, carers and Indigenous Australians to our team. We are happy to adjust our recruitment process to support accessibility needs. Leadership Opportunity: Yes State: WA Job Status: Full Time

Responsibilities

The Team Leader will guide the call centre team in providing timely, accurate, and empathetic support to NDIS participants, families, and referrers while managing daily operations to meet service levels. Key duties include setting performance targets, monitoring quality, handling escalations, and supporting team development.