We are an Australian‑owned, fast‑growing healthcare organisation dedicated to improving patient access, operational excellence, and high‑quality service delivery across our national network. Our head office, clinics, and warehouse teams work together to support innovative health solutions and exceptional patient care.
Our new Call Centre Team Leader will be based out of our Burleigh Heads office, you will drive the performance, culture, and daily operations of a fast‑paced customer support team. You’ll lead by example to ensure every interaction reflects our commitment to exceptional patient care and service excellence. This role is key to optimising team performance, improving processes, and supporting the continued growth of Green Life Clinics.
Why This Role Exists
This role exists to ensure our patients receive timely, accurate, and compassionate support as our organisation continues to grow. With increasing demand across our clinics and national operations, we need a dedicated leader to maintain service quality, support our call centre team, and strengthen the patient experience. The Call Centre Team Leader plays a critical part in keeping our communication channels efficient, our team supported, and our patients well‑informed throughout their healthcare journey.
What You’ll Be Doing
- Lead, coach, and support a high‑performing team of call centre agents to consistently meet KPIs, service levels, and quality standards.
- Monitor real‑time and historical performance metrics, using insights to guide coaching, workflow adjustments, and continuous improvement.
- Deliver structured onboarding, training, and ongoing development to build capability, compliance, and product knowledge.
- Manage escalated calls and complex customer issues with professionalism and empathy.
- Conduct regular performance reviews, quality assessments, and coaching sessions to support individual and team growth.
- Collaborate with internal teams (clinical, operations, marketing, admin) to streamline processes and enhance the overall patient experience.
- Support workforce planning, scheduling, and resource allocation to maintain optimal coverage.
- Prepare and present performance reports, identifying trends, risks, and opportunities for improvement.
- Maintain strong knowledge of Green Life Clinics’ services, systems, and compliance requirements.
What You’ll Bring
- Demonstrated experience in a contact centre environment, with 2+ years in a leadership, coaching, or supervisory role.
- Proven ability to lead and motivate teams in a KPI‑driven environment.
- Strong communication and interpersonal skills, with the ability to influence, coach, and build team engagement.
- Experience using contact centre platforms (e.g., diallers, CRM systems, ticketing tools) and proficiency with Microsoft Office.
- Strong analytical skills with the ability to interpret performance data and implement improvement strategies.
- Excellent problem‑solving ability and confidence managing escalations and challenging conversations.
- A proactive mindset with a passion for improving processes, customer experience, and team culture.
What We Offer
- A dynamic, supportive environment where your work has real impact
- The opportunity to shape a newly created role and improve business operations
- Exposure to multiple functions across a growing national organisation
- A collaborative culture that values initiative, ownership, and continuous improvement
If this role interest you, please apply as we are looking to secure this role now.
