Contact Centre Team Manager

About Radiology SA:

At Radiology SA, we're a passionate, close-knit team of clinical, technical and support professionals, all working together to deliver exceptional care. Our Clerical Team plays a vital role in everything we do, providing essential administrative support with expertise, compassion, and a personal touch in every patient interaction. With fourteen clinics across Adelaide and strong relationships with leading private hospitals, we are committed to delivering excellent medical imaging services that prioritise the best outcomes for our patients.

The Opportunity:

Are you a dynamic leader who thrives in a fast-paced, patient-centred environment? We are seeking an experienced Contact Centre Team Manager to lead and support our multi-site Contact Centre operations.

In this pivotal role, you'll provide both hands-on operational support and strategic direction across our three Contact Centre locations. We're looking for someone who's just as comfortable jumping on the phones to assist during peak periods as they are analysing performance data, refining workflows, and driving continuous improvement.

This is a fantastic opportunity for a results-driven leader who is passionate about service excellence, collaboration, and fostering a positive team culture.

As the Contact Centre Team Manager, you will be responsible for:

• Lead a high-performing contact centre team to deliver exceptional service to patients and referrers.
• Oversee recruitment and performance management to ensure KPIs and service standards are consistently met.
• Drive process, service and system improvements to enhance patient experience and operational efficiency.
• Oversee workforce planning and forecasting to ensure optimal staffing and resource allocation in response to changing patient service demands, enhancing overall operational efficiency.
• Ensure high-quality patient experiences by delivering professional, timely, and empathetic interactions; resolving escalated complaints; partnering with clinics and clerical teams; and leading efforts to improve overall patient journey and satisfaction outcome

Qualities for success:

• Strong leadership, coaching, and team management skills
• Analytical and detail-oriented, with solid reporting skills
• Calm and adaptable under pressure, with a proactive, solutions-focused approach
• Excellent communicator with a collaborative, patient-first approach
• Confident leading change and embedding continuous improvement initiatives

Essential Requirements:

• Proven leadership experience within a Contact Centre or high-volume service environment.
• Strong knowledge of contact centre operations, including workforce planning, rostering, and queue management.
• Strong knowledge of bookings, clerical, or patient administration processes.
• Experience with Contact Centre systems and telephony platforms (desirable: CX One, Visage, Stargate, or equivalent).
• Police Clearance and Working with Children Check are required.
• Travel between locations as necessary to support departmental operations (minimal)

Here's what's waiting for you at Radiology SA:

Balance is Everything – We understand that life outside of work is just as important as what you do on the job. At RSA, we offer flexible working hours, time-in-lieu, and a strong emphasis on achieving a healthy work-life balance.

A Team Like No Other – Join a crew of passionate, hardworking professionals who lift each other up and always have each other's backs. It's teamwork, RSA style

We Celebrate YOU – Your hard work deserves a spotlight Expect regular shout-outs, fun social events, and special recognition days. We know how to celebrate success

Perks Galore – From our Wellness Program to car parking perks, RSA Gives, and a whole lot more. We've got a bunch of great benefits waiting for you

To submit an application, please click the Apply Now button.

Only shortlisted candidates will be contacted to progress their applications, which may progressively take place while still advertising. Applications will be considered for suitably qualified and experienced candidates.

Thank you for considering a career with Radiology SA. We can't wait to welcome you to our team