Contact Centre Operations Manager

Job description

Build the future of health & aged care operations Trilogy is Australia’s fastest growing health and aged care organisation, redefining how care is delivered through a modern, self-managed model. As a “health to the home” provider, we support thousands of Australians to live independently in their homes with care that is responsive, human and of the highest standards. As we scale rapidly, we are investing heavily in our care operations. This role sits at the heart of that ambition. The Opportunity: This is an operational leadership role for someone who knows how to run a high-performing, voice-led contact centre - and wants their work to genuinely matter. You’ll lead a large, motivated frontline team of around 50 people delivering care through a multi-channel environment, with a strong preference for voice communication to ensure clients feel supported, heard and confident in their care. The role demands clear visibility of contact demand, service performance and customer experience. You’ll use data and insight to proactively identify risk, improve outcomes and continuously lift performance - because in aged care, accessibility and responsiveness aren’t just service metrics, they’re...