Contact Centre Team Leader

About the role

Lumia Care is seeking a motivated Contact Centre Team Leader to oversee daily operations of its contact centre, ensuring enquiries are handled efficiently and in line with service standards. You will lead a team of professionals, manage escalations, and drive continuous improvement to deliver exceptional client experiences.

Key responsibilities

• Lead, coach, and develop a high‑performing contact centre team.
• Monitor service levels, performance metrics, and workforce allocation.
• Handle complex client matters, escalations, and safeguarding issues.
• Ensure call quality, provide feedback, and implement process improvements.
• Coordinate daily workflow, prioritise service requests, and collaborate with rostering and operational teams.
• Produce reporting and insights to support business decisions.

Required profile

• Proven experience in customer service or contact centre leadership.
• Ability to motivate teams, improve performance, and deliver high‑quality client experiences.
• Strong communication and problem‑solving skills.
• Commitment to the values of aged care, disability, and healthcare services.

Required skills

What we offer

• Hybrid working environment with flexibility.
• Leadership development and career progression opportunities.
• Supportive, values‑driven culture focused on people and purpose.
• Opportunity to make a meaningful impact on client and community outcomes.