Team Leader - Booking Centre

About the role

Lake Imaging, a diagnostic radiology and medical imaging provider with 19 clinics across central and western Victoria, is looking for an experienced Contact Centre Team Leader to lead its Contact Centre team in Geelong. Working closely with the Contact Centre Manager, the role provides visible day-to-day leadership on team performance, recruitment, training, coaching and development, while staying connected to operational delivery.

Key responsibilities

• Provide visible day-to-day leadership, direction and operational support to the Contact Centre team
• Coach team members, set clear expectations and build a culture of accountability and continuous improvement
• Manage performance through regular feedback, development conversations and practical support
• Monitor call and service KPIs such as volumes, wait times, abandonment rates, productivity, service quality and workflow adherence
• Use performance data and reports to identify trends and improve outcomes
• Lead recruitment, including shortlisting, interviewing, onboarding and workforce capability planning
• Design and coordinate training for new starters and existing team members, including refresher and process training
• Coordinate daily contact centre operations across services and sites and ensure service standards are met
• Act as an escalation point for complex enquiries and patient or referrer issues
• Partner with stakeholders to standardise workflows and implement service improvements

Required profile

• Proven leadership or supervisory experience in a contact centre, customer service, healthcare administration or similar fast-paced environment
• Track record of coaching, developing and engaging teams to meet service and performance goals
• Experience leading recruitment, onboarding, training or workforce capability initiatives
• Experience in radiology bookings, medical scheduling or patient access is preferred but not essential
• Knowledge of radiology modalities, referrals, RIS or PACS is advantageous and can be learned

Required skills

• Ability to use KPIs and operational data to improve service delivery, quality and productivity
• Clear, confident communication and strong organisational skills
• Confidence learning contact centre systems, phone platforms and digital workflows

What we offer

• Competitive salary with annual reviews
• Paid parental leave
• Fitness passport and employee discounts
• Recognition programs and referral bonuses
• Career advancement and flexible work options for full-time or part-time roles