Call Centre Team Leader

Job description

Company Description Welcome to Ability Action Australia: We are a national therapy services provider. Every day and in many ways, we are here to help NDIS participants – children, adolescents and adults – get more out of life. Our work is much needed, vitally important and life-changing for our clients and their families. Job Description: About the role: As our Call Centre Team Leader, you will guide a team providing essential support to NDIS participants, families, and referrers. You’ll ensure every interaction is timely, accurate, and empathetic—reflecting our commitment to high‑quality, person‑centred service. You will coach and develop your team, manage service timeframes, monitor quality, resolve escalations, and champion continuous improvement. You’ll also help maintain strong alignment with our policies, processes, and service expectations so participants always feel supported and informed. What you will do: - Lead day‑to‑day call centre operations to meet service levels and participant needs - Set performance targets and provide coaching for consistent, high-quality service - Monitor call quality, customer experience, and adherence to procedures - Manage workflow allocation...