Our client is seeking an experienced and dynamic Call Centre Manager to lead their dedicated team supporting a nationwide organisation providing afterhours health services. This is a newly created role offering a unique opportunity to make a real impact in the health sector while managing a high-performing call centre team during non-standard hours.

As Call Centre Manager, you will be the operational heartbeat of their after-hours service. You’ll providing leadership, mentoring and support to a diverse team of call centre operators, team leaders and support staff. Your role will be pivotal in ensuring smooth coordination of healthcare services across evenings, weekends and public holidays.

Your responsibilities include:

• Lead and inspire a team across multiple functions
• Oversee work scheduling, call routing and shift coordination
• Monitor KPIs and performance metrics to drive continuous improvement
• Develop & implement training programs
• Provide coaching and feedback to enhance team capability
• Resolve escalation issues with professionalism and urgency
• Deliver accurate and timely reporting to senior management

To be considered you will be a natural leader with a passion for healthcare and customer service. You thrive in fast-paced environments and are ready to take charge during critical hours. You will bring:

• Proven experience in call centre management (healthcare preferred but not essential)
• Flexibility to work evenings, weekends and public holidays
• Strong communication and interpersonal skills
• A commitment to patient care and service excellence
• Solid computer literacy and familiarity with call centre systems
• Make a meaningful difference in people’s lives

This is a permanent role 38 hours per week across 5 shifts - afterhours, weekends and public holidays. Shift hours include:

• Every Monday & Friday plus one other mid-week evening starting at 5.30pm finishing between 9pm-11pm depending on shift requirements
• Every Saturday - flexible hours starting and finishing between 12.00 noon and 11.00pm
• Every Sunday - flexible hours starting and finishing between 8.00am and 11.00pm

More insight into the roster options can be provided to shortlisted candidates.

Salary guide is $120K + Super and working hours are based in St Leonards (i.e. note there is no work from home flexibility for this position).

The role is available now so for immediate consideration please forward your CV to Coadys via the SEEK application link.