Lead a Team That Makes Every Interaction Count

At Lumia Care, we're passionate about delivering trusted support locally, delivered by the best people. As our organisation continues to grow across aged care, disability and healthcare services, we're seeking a motivated and people-focused Contact Centre Team Leader to lead our frontline contact centre team and help deliver exceptional experiences for clients, families and stakeholders.

Why Join Lumia Care?

- Lead a growing and supportive contact centre team
- Make a meaningful impact on client and community outcomes
- Hybrid working environment with flexibility
- Ongoing leadership development and career progression opportunities
- Values-driven organisation focused on people and purpose
- Be part of a growing national aged care, disability and healthcare provider
- Supportive leadership team and collaborative culture

About the Role

Reporting to the Workforce Operations Manager, the Contact Centre Team Leader is responsible for overseeing the day-to-day operations of Lumia Care's Contact Centre, ensuring enquiries are managed efficiently, triaged appropriately and resolved in line with organisational service standards. You'll lead a team of Contact Centre professionals, drive performance outcomes, manage escalations and continuously improve service delivery processes to ensure every interaction reflects Lumia Care's values and commitment to quality care.

Key Responsibilities

Leadership & People Management

- Lead, coach and develop a high-performing Contact Centre team.
- Conduct regular performance conversations and support capability development.
- Support recruitment, onboarding and training of recent team members.
- Foster a positive, accountable and service-focused team culture.

Operational Performance

- Monitor service levels and contact centre performance metrics.
- Manage team workloads and workforce allocation to maintain responsiveness.




- Review operational performance and identify improvement opportunities.Provide reporting and insights to support business decisions.

Client Service & Escalations

- Ensure enquiries are resolved professionally and efficiently.
- Manage complex client matters and service escalations.
- Support safeguarding and risk escalation processes.
- Work collaboratively with operational leaders to resolve service issues.

Quality Assurance & Continuous Improvement

- Monitor call quality and client interactions.
- Provide coaching and feedback to improve service outcomes.
- Drive process improvements and operational efficiencies.
- Support implementation of new systems and procedures.

Workforce Coordination

- Coordinate daily workflow and service requests.
- Support continuity of service through effective prioritisation.
- Work closely with rostering and operational teams.
- Ensure enquiries and actions are completed within agreed timeframes.

About You

You are an experienced customer service or contact centre leader who understands how to motivate teams, improve performance, and deliver exceptional client experiences. You'll bring previous experience leading a contact centre, customer service or service coordination team, strong people leadership and coaching capabilities, experience managing KPIs and service levels, excellent communication skills, and a commitment to continuous improvement.

Essential Requirements

- Relevant qualification in Business, Customer Service, Community Services, Health Administration or related field (desirable)
- Current National Police Check
- NDIS Worker Screening Clearance (or willingness to obtain)
- Valid Driver License
- Australian working rights

Apply Now

If you're a passionate leader ready to take the next step in your contact centre career and play a key role in supporting exceptional care outcomes, we'd love to hear from you. Apply today and help us deliver outstanding experiences for the communities we support.

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📌 Contact Centre - Team Leader (Inner West Council)
🏢 Lumia Care
📍 Inner West Council