Job Description

Startek is a global leader in customer experience management, partnering with organisations across a range of industries to deliver exceptional customer service solutions. We are passionate about creating meaningful customer interactions while providing our people with opportunities to grow, succeed, and build rewarding careers.

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We are currently seeking an experienced Team Leader to support a leading not-for-profit healthcare provider. This is an exciting opportunity for a motivated and people-focused leader who thrives in a fast‐paced environment and is passionate about coaching high‐performing teams to deliver outstanding customer outcomes.

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About the Role

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As a Team Leader, you will be responsible for leading, coaching, and developing a team of Customer Service Representatives across both Front-of-House (Inbound Customer Service) and Back-of-House (Administration and Processing) functions.

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You will play a key role in driving team performance, ensuring operational excellence, and delivering a seamless experience for customers and members. Working closely with the Operations Leadership team, you will help foster a positive, engaged, and customer‐centric culture while ensuring service levels and quality standards are consistently achieved.

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This role operates under a hybrid working arrangement, offering a combination of office‐based and remote work. The contact centre operates between 8:30am and 8:00pm, and flexibility to support operational requirements across these hours is essential.

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Key Responsibilities

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Lead, motivate,



and develop teams supporting both front‐of‐house and back‐of‐house operations.

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Monitor and manage team performance against KPIs, quality standards, productivity targets, and service levels.

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Conduct regular coaching sessions, one‐on‐one meetings, and performance reviews.

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Foster a culture of accountability, engagement, collaboration, and continuous improvement.

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Manage employee attendance, performance, and development plans.

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Analyse operational reporting and identify opportunities to improve efficiency and customer outcomes.

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Support the implementation of operational change initiatives and process improvements.

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Partner with internal stakeholders to ensure business objectives are achieved.

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Ensure compliance with organisational policies, procedures, and regulatory requirements.

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About You

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To be successful in this role, you will have:

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6-12 months' experience in a Team Leader, Supervisor, or similar leadership role within a contact centre environment.

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Experience leading customer service teams in either front‐of‐house, back‐of‐house, or blended operational environments.

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Proven ability to coach, develop,



and motivate employees to achieve performance objectives.

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Demonstrated success in achieving service, quality, and productivity KPIs.

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Strong communication, influencing, and stakeholder management skills.

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Excellent problem‐solving, analytical, and decision‐making abilities.

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Strong organisational skills with the ability to manage competing priorities.

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A genuine passion for employee development and customer service excellence.

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Sound knowledge of contact centre systems, workforce management principles, and operational processes.

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Diploma, Certificate IV, or tertiary qualifications in Business, Leadership, Management, or a related field.

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Experience within healthcare, health insurance, member services, or another regulated industry.

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Exposure to administration, claims processing, or back‐office operations.

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Experience working within a client‐focused service delivery environment.

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What's in It for You?

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Competitive salary package of $70,000 - $75,000 + Super.

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Hybrid working arrangement.

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Ongoing leadership development and career progression opportunities.

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Supportive and team-oriented workplace culture.

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Modern Docklands office location with convenient public transport access.

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Opportunity to lead a team supporting a respected not-for-profit healthcare organisation that makes a positive impact in the community.

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Startek is an Equal Opportunity Employer and welcomes applications from people of all backgrounds, cultures, and experiences.

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📌 Contact Centre Lead (Victoria)
🏢 Startek
📍 Victoria