Manager, Call Centre Operations

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Join to apply for the Manager, Call Centre Operations role at Feros Care

Direct message the job poster from Feros Care

We're FEROS CARE, and we're pleased to meet you.
And what we care most about is helping people live healthier, happier, better-connected lives.
Since 1990, we've been making it happen, both for older Australians and people with disability.

We actively seek to include, welcome and value the unique contributions of all people. We encourage applications from people living with or with lived experience of disability, Aboriginal and Torres Strait Islander people, and people from cultural and linguistically diverse backgrounds.

Shape the future of participant support at Feros Care.

As the Manager of Call Centre Operations, you'll play a pivotal role in leading our frontline team and ensuring high-quality service in the LAC program. If you're ready to bring your leadership vision to life-this is your chance.

Why Feros Care?

At Feros Care, we value our people and offer:

• Not-for-profit salary packaging of up to $15,899 per annum, and meal and entertainment salary sacrifice of up to $2,650 per annum, all tax-free, stretching your income further.
• Extensive discounts available on everyday purchases, financial tips and services, and wellbeing and wellness programs through our employee benefits platform, ForME
• Private Health Insurance Discount (Medibank).
• Employee Assistance Program (EAP).
• Paid Parental Leave (9 weeks), and Cultural Leave for eligible employees.
• All technology and equipment provided.
• Access to Fitness Passport - discounted gym and pool memberships for you and your family

About the Role:

You'll lead the day-to-day operations of our Customer Service Liaison (CSL) team, ensuring we deliver timely, participant-centred support. You'll oversee rostering, workforce planning, KPIs, and team coaching to ensure quality and responsiveness across all calls, appointment bookings, and escalations.
You'll be a key driver of team engagement, performance and continuous improvement in a high-impact, high-purpose environment.

What You'll Do:

• Lead and support the CSL team to meet call centre service targets and participant satisfaction goals
• Manage rosters, scheduling, service levels, and call handling metrics
• Coach, develop and empower your team with regular feedback and clear development pathways
• Oversee compliance with NDIA and Feros Care systems and frameworks
• Collaborate across teams to drive excellence, resolve escalations, and implement process improvements

What You'll Bring:

• Proven experience leading call centre teams in a fast-paced, customer-focused environment
• Strong leadership, coaching, and performance management skills
• Confidence with systems, reporting, and service quality monitoring
• A positive, adaptable mindset and the ability to manage through change and disruption
• (Desirable) Knowledge of NDIS systems, disability services or NDIA frameworks

Qualifications & Checks

• Relevant tertiary qualifications in business or management (desirable)
• NDIS Worker Screening Check & Working with Children Check (or willingness to obtain)

If you would like to discuss accessibility requirements, preferred communication methods or other possibilities, please contact Talent@feroscare.com.au or call us on 07 5669 0559 (Press Option 3 to speak directly to the Recruitment Team).

When successful, you will be required to undertake a National Criminal History Check and provide evidence of your right to work in Australia.

Ready to lead with purpose and create real impact? Apply now and help shape exceptional participant experiences with Feros Care.

• Seniority levelMid-Senior level

• Employment typeFull-time

• Job functionCustomer Service
• IndustriesAdministrative and Support Services

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