Manager, Call Centre Operations

2 weeks ago

Lismore Far North Coast, Australia Feros Care Full time $90,000 - $120,000 per year

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 or call us on 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.

  • Call Centre Manager

    1 week ago

    Gold Coast, Queensland, Australia Hudson Australia Full time

    This forward-thinking organisation specialising in lead generation through personalised, one-on-one outbound call marketing. Unlike traditional high-volume, low-quality lead generation companies, we focus on building genuine relationships with each lead, ensuring quality and consistency. Our in-depth understanding of client needs, combined with industry...

  • Call Centre Manager

    1 week ago

    Gold Coast, Queensland, Australia Insight Resourcing Pty Ltd Full time

    As a thriving national enterprise in the installation of Solar Energy, our client specialises in connecting people with affordable and environmentally sustainable energy for their home or business.Head-officed in Coombabah on the Gold Coast, this fast-growing solar energy player has been in operation since 2012 and has established a solid footprint across...

  • Call Centre Sales

    1 week ago

    Sunshine Coast, Australia GWD Operations Pty Ltd Full time $104,000 - $130,878 per year

    Get Wines Direct has been named as Australia's Number 1 Online Wine Retailer.With offices across the country including our Head Office on the Sunshine Coast, as well as locations in Melbourne and South Australia you can be confident, you're joining a driven, competitive business where you can build a rewarding and long-term career.We're currently hiring...

  • Call Centre Team Leader

    1 week ago

    Altona North, Australia Prixcar Services Full time

    PrixCar Services is an automotive logistics company specialising in Vehicle Transport, Vehicle Processing and Storage, Fleet Conversions and Dealer Vehicle Storage. Over the last 35 years we have grown to offer a wide range of specialised services.With more than 25 depots across Australia, we are ideally positioned to provide exceptional vehicle transport...

  • Call Centre Team Leader

    22 hours ago

    Altona North, Australia Prixcar Services Full time

    PrixCar Services is an automotive logistics company specialising in Vehicle Transport, Vehicle Processing and Storage, Fleet Conversions and Dealer Vehicle Storage. Over the last 35 years we have grown to offer a wide range of specialised services.With more than 25 depots across Australia, we are ideally positioned to provide exceptional vehicle transport...

  • Call Centre Team Leader

    2 weeks ago

    North Altona, Victoria, Australia Prixcar Services Full time $90,000 - $120,000 per year

    PrixCar Services is an automotive logistics company specialising in Vehicle Transport, Vehicle Processing and Storage, Fleet Conversions and Dealer Vehicle Storage. Over the last 35 years we have grown to offer a wide range of specialised services .With more than 25 depots across Australia, we are ideally positioned to provide exceptional vehicle transport...

  • National Sales Manager Call Centre

    2 weeks ago

    Laverton North, Australia Thentic Full time

    LEADING A B2C CALL CENTRE SALES TEAM INTERNATIONALLY - HIGHLY ACCREDITED & LICENCED ENERGY EFFIENCY MARKET LEADER - FLEXIBLE VALUE DRIVEN CULTURE | INCREDIBLE EARNING OPPORTUNITY $$ **About the company** You are looking at a business who have cemented their name as one of our top tier pioneers in the energy efficiency markets nationwide and are known as...

  • Call Centre Team Leader

    2 weeks ago

    North Altona, Victoria, Australia PrixCar Full time $60,000 - $80,000 per year

    The Position:What you will do:Monitor, manage and support the Call Centre Officers in delivering customer service excellence by phone, web chat and email Provide coaching, mentoring and ongoing development to team members Foster a positive and inclusive team culture that encourages collaboration and high performance standards Establish and monitor...

  • Call Centre Officer

    2 weeks ago

    Altona North, Australia Prixcar Services Full time

    PrixCar Services is an automotive logistics company specialising in Vehicle Transport, Vehicle Processing and Storage, Fleet Conversions and Dealer Vehicle Storage. Over the last 35 years we have grown to offer a wide range of specialised services, with more than 25 depots across Australia, we are ideally positioned to provide exceptional vehicle transport...

  • Outbound Call Centre Team Lead

    1 week ago

    Gold Coast, Queensland, Australia beBeeLeadership Full time $100,000 - $120,000

    Are you a results-driven leader looking for a new challenge? As a Call Centre Manager, you will oversee the day-to-day operations of our outbound call centre.The OpportunityWe seek an experienced Call Centre Manager to lead and motivate a high-performing team of outbound call centre staff. This role involves driving performance, improving call strategies,...