Service Delivery Workforce Support Lead

2 weeks ago

Sydney, New South Wales, Australia Beaumont People Full time

**Service Delivery Workforce Support Lead - 12-month contract**
- Full-time 12-month contract, transition to permanent likely, Sydney CBD (2000) office - easy commute with several transit options minutes away
- Hybrid working with a national remote based team
- NFP salary packaging and hybrid work environment

**About our client**:
***
Lifeline Australia is a national charity providing all Australians experiencing emotional distress with access to 24 hour crisis support and suicide prevention services. They are committed to empowering Australians to be suicide-safe through connection, compassion and hope. This is a rare opportunity to join one of our country's most respected charities

**About the role**

In this role, you will report to the National Manager, Digital Service and provide oversight and support to a diverse remote team of 20+ direct/indirect reports, ensuring consistency and quality of service as well as smooth operations of the 24/ Digital Crisis Support Service.
- Oversee daily operations of the staff and volunteers with Digital Service - indirectly manage Digital Crisis Supporters and directly manage In-shift Support Supervisors, Sr. Team Leaders, Team Leaders, Coaches and Supervisors across Lifeline Australia Digital Services to ensure the delivery of efficient and responsive crisis support services
- Provide strong leadership and guidance managing a 24/7 service and a diverse, multifunctional team - coaching, mentoring and supporting where needed - focusing on quality, performance, service improvement, and process maturity so that the Crisis Supporter feels supported to be there for Help Seekers
- Collaborate with the National Volunteer Engagement Manager to ensure that service levels are assured through a consistent pipeline of volunteers, recruitment and retention programs
- Be responsible for effectively managing staff and volunteers with the Lifeline national digital services - monitor and evaluate service delivery, noticing trends and proactively identifying and implementing solutions

**Essential Requirements**

You will have a passion for people management and strong leadership skills, in a customer service/call centre environment.
- Proven success in a team leader or management position, in a call/digital centre environment - leveraging continuous improvement, engaging key stakeholders, enabling internal change, driving performance and quality improvements
- Proven experience in supervising a workforce on a 24/7 roster, working with remote teams a plus
- Ability to proactively implement creative solutions, and engage and motivate others
- Project management skills and ability to lead people and teams with multiple functions on various levels
- Proven ability to problem-solve, anticipate issues/concerns, troubleshoot problems, and effectively delegate as necessary
- Experience in implementing change in a complex organisational setting

**Why work for Lifeline?**
- Salary Packaging - being a not for profit organisation allows us to offer our employees access to some amazing tax savings through salary packaging
- Paid Parental Leave - 14 weeks paid parental leave
- Lifeline Learning Academy - access to instructor led and online courses through Australian Institute of Management and e-learning module
- Flexible working - we provide flexibility and support to all employees and encourage work-life balance (currently working a hybrid 2 days in the office)
- Employee Assistance Program - access to free counselling sessions for you and your family
- Beautiful office facilities in central location - including shower facilities

**How to Apply

  • Service Delivery Lead

    1 week ago

    Sydney, New South Wales, Australia Ed - Group Support Functions Part time

    **About Us**Endeavour Group was created in 2020 through the restructure and merger of the Woolworths Group drinks and hospitality businesses. With a strong track record of growth, combined these businesses form the leading customer franchise in drinks and hospitality in Australia.United behind a common purpose of 'Creating a more sociable future together',...

  • Workforce Planner

    2 weeks ago

    Sydney, New South Wales, Australia Service Stream Full time

    Primary LocationSydney Water - D4C - Maintenance ServicesJob Description SummaryThis position is responsible for the deployment of all Workforce Optimisation practices within the Service Stream Fixed Communications. This role will work with senior management to set strategic direction and proactively identify opportunities to improve cost efficiency and...

  • Workforce Planning Lead

    2 weeks ago

    Sydney, New South Wales, Australia beBeeStrategic Full time $65,240 - $86,120

    Workforce Planning LeadWe are seeking a strategic workforce planning professional to drive our organisation's success. As a Workforce Planning Lead, you will be responsible for leading the development and implementation of a comprehensive workforce supply plan that aligns with organisational goals.Key Responsibilities:Developing and managing long-term...

  • Strategic Workforce Planning Lead

    1 week ago

    Sydney, New South Wales, Australia Uniting Full time

    Help Transform Communities through Strategic Workforce Planning at UnitingAt Uniting, we are passionate about inspiring people, enlivening communities, and confronting injustice. Join us as the Strategic Workforce Planning Lead, where you will have the opportunity to lead a transformation in our Communities Directorate through innovative workforce planning...

  • Service Delivery Project Lead

    2 weeks ago

    Sydney, New South Wales, Australia beBeeDelivery Full time $85,000 - $145,000

    Service Delivery Project LeadWe are seeking an experienced and skilled project lead to join our service delivery team. The ideal candidate will have a proven track record of leading high-performing teams, driving growth initiatives, and delivering exceptional customer results.ResponsibilitiesLead a dedicated team of professionals to deliver projects on time,...

  • Delivery Lead

    2 weeks ago

    Sydney, New South Wales, Australia Ed - Group Support Functions Full time

    **About us**:Endeavour Group runs Australia's leading retail drinks and licenced hotel network across Australia. We are an ASX50 business with more than 1,600 retail stores and 340 hotels powered by a team of 28,000 people. Our brands include BWS, Dan Murphy's, Jimmy Brings, Langtons, Shorty's Liquor, Pinnacle Drinks and ALH hotels.Our purpose is to create a...

  • Workforce Health Assessor

    1 week ago

    Sydney, New South Wales, Australia Workforce Health Assessment Full time

    **About the role**An ongoing opportunity to provide medical workforce service as described below that supports excellence in service delivery for clients in Sydney metro area.**About you**- Peforming medical/hearing/ drug & alcohol tests- Upload all documents on the portal provided- Collabrating with Medical officer for tele-health if needed- Teritiary...

  • Workforce Planning Lead

    7 days ago

    Sydney, New South Wales, Australia Andrews Meat Full time

    Press Tab to Move to Skip to Content LinkSelect how often (in days) to receive an alert:Date Posted: 16 Sept 2025About UsPrimo Foods is Australia's most recognised and trusted smallgoods brand, proudly part of JBS Australia, the country's largest and most respected meat and food producer. From our beginnings in a small butcher shop in 1957, we've grown into...

  • Workforce Planning Lead

    7 days ago

    Sydney, New South Wales, Australia Andrews Meat Full time

    Press Tab to Move to Skip to Content LinkSelect how often (in days) to receive an alert:Date Posted: 16 Sept 2025About UsPrimo Foods is Australia's most recognised and trusted smallgoods brand, proudly part of JBS Australia, the country's largest and most respected meat and food producer. From our beginnings in a small butcher shop in 1957, we've grown into...

  • Delivery Lead

    2 weeks ago

    Sydney, New South Wales, Australia Ed - Group Support Functions Full time

    **About us**:Endeavour Group runs Australia's leading retail drinks and licenced hotel network across Australia. We are an ASX50 business with more than 1,600 retail stores and 340 hotels powered by a team of 28,000 people. Our brands include BWS, Dan Murphy's, Jimmy Brings, Langtons, Shorty's Liquor, Pinnacle Drinks and ALH hotels.Our purpose is to create a...