Job Title: Call Centre Manager
Location: 13SICK (National Home Doctor) – On-site
Employment Type: Full-time
Hours: Rotating roster across open hours, which will be evenings, weekends and public holidays
Reports to: Chief Customer Officer

About 13SICK

13SICK, is Australia’s largest provider of after hours home visiting and telehealth GP services. We are committed to providing high-quality, accessible healthcare to patients across Australia — anytime, anywhere. As we grow and continue to innovate, we are seeking an experienced and dynamic Call Centre Manager to lead our high-performing team.

Role Overview

The Call Centre Manager will oversee the day-to-day operations of our national contact centre based in St Leonards, ensuring the delivery of exceptional patient and doctor experiences. This role involves leadership, real-time operational oversight, data-driven performance management, and the continuous improvement of systems and workflows.

The successful candidate will be required to work during our operational hours, which are Monday–Friday 6:00pm–8:00am, Saturday from 12:00pm, and all day Sunday and public holidays. Core shifts will include Friday from 5:30pm, Saturday, Sunday, and Monday. In addition, there is flexibility for the candidate to select one other evening shift (Tuesday, Wednesday, or Thursday from 5:30pm).

Hours worked on Saturdays and Sundays may be scheduled at the successful candidate's discretion, based on business operations and alignment with peak demand periods, ensuring coverage during the busiest times.

Key Responsibilities

Leadership & Team Management

Lead, mentor, and support a team of call centre operators, team leaders, dispatchers and support staff.

Foster a positive, performance-driven culture that aligns with 13SICK’s values.

Operational Oversight

Manage real-time operations, including workforce scheduling, call routing, and shift coordination.

Ensure adequate staffing during peak hours and monitor queues and workflow distribution and management of patient queues.

Performance Monitoring

Track and manage key call centre metrics such as average handling time, abandonment rate, SLA compliance, and operator and dispatcher productivity.

Address performance gaps through coaching, training, and continuous feedback.

Training & Development

Develop and implement training programs to ensure staff are equipped to handle a wide range of patient and doctor interactions.

Identify skill gaps and facilitate upskilling initiatives.

Process Improvement

Analyse operational workflows and patient and Doctor feedback to identify opportunities for improvement.

Implement changes to enhance efficiency, reduce errors, and improve patient and doctor satisfaction.

Customer Experience Focus

Ensure service excellence and timely resolution of escalated issues or complaints.

Promote a customer-first mindset across all call centre activities.

Reporting & Analysis

Produce regular and ad hoc reports on performance metrics, call trends, and team productivity.

Provide insights and recommendations to senior leadership based on data analysis.

Compliance & Quality

Ensure adherence to privacy regulations, clinical triage protocols, and internal policies.

Maintain high standards of documentation and data integrity.

Who You Are

Proven experience in call centre management (healthcare preferred but not required)

High competency in technology and comfortable navigating multiple systems and platforms in a fast-paced environment

Flexible and available to work during non-standard hours, including evenings, and weekends

Strong leadership and people management skills with the ability to drive accountability

Highly analytical and data-driven, with experience using reporting tools and dashboards

Passionate about delivering great customer service and patient care

Strong communication skills and ability to engage and influence employees at all levels

Why Join 13SICK

Be part of a purpose-driven organisation delivering vital healthcare services

Work with a supportive leadership team in a values-based culture

Make a direct impact on how patients and doctors experience after hours care in Australia

Ready to lead a team that makes a real difference?
Apply now to join the 13SICK team and help shape the future of after hours healthcare.