Job Description

About Startek

Startek is a global leader in customer experience management, partnering with organisations across a range of industries to deliver exceptional customer service solutions. We are passionate about creating meaningful customer interactions while providing our people with opportunities to grow, succeed, and build rewarding careers.

We are currently seeking an experienced Team Leader to support a leading not-for-profit healthcare provider. This is an exciting opportunity for a motivated and people-focused leader who thrives in a fast-paced environment and is passionate about coaching high-performing teams to deliver outstanding customer outcomes.

About the Role

As a Team Leader, you will be responsible for leading, coaching, and developing a team of Customer Service Representatives across both Front-of-House (Inbound Customer Service) and Back-of-House (Administration and Processing) functions.

You will play a key role in driving team performance, ensuring operational excellence, and delivering a seamless experience for customers and members. Working closely with the Operations Leadership team, you will help foster a positive, engaged, and customer-centric culture while ensuring service levels and quality standards are consistently achieved.

This role operates under a hybrid working arrangement, offering a combination of office-based and remote work. The contact centre operates between 8:30am and 8:00pm, and flexibility to support operational requirements across these hours is essential.

Key Responsibilities

• Lead, motivate, and develop teams supporting both front-of-house and back-of-house operations.
• Monitor and manage team performance against KPIs, quality standards, productivity targets, and service levels.
• Conduct regular coaching sessions, one-on-one meetings, and performance reviews.
• Foster a culture of accountability, engagement, collaboration, and continuous improvement.
• Manage employee attendance, performance, and development plans.
• Analyse operational reporting and identify opportunities to improve efficiency and customer outcomes.
• Support the implementation of operational change initiatives and process improvements.
• Partner with internal stakeholders to ensure business objectives are achieved.
• Ensure compliance with organisational policies, procedures, and regulatory requirements.

About You

To be successful in this role, you will have:

• 6-12 months' experience in a Team Leader, Supervisor, or similar leadership role within a contact centre environment.
• Experience leading customer service teams in either front-of-house, back-of-house, or blended operational environments.
• Proven ability to coach, develop, and motivate employees to achieve performance objectives.
• Demonstrated success in achieving service, quality, and productivity KPIs.
• Strong communication, influencing, and stakeholder management skills.
• Excellent problem-solving, analytical, and decision-making abilities.
• Strong organisational skills with the ability to manage competing priorities.
• A genuine passion for employee development and customer service excellence.
• Sound knowledge of contact centre systems, workforce management principles, and operational processes.

Desirable Experience

• Diploma, Certificate IV, or tertiary qualifications in Business, Leadership, Management, or a related field.
• Experience within healthcare, health insurance, member services, or another regulated industry.
• Exposure to administration, claims processing, or back-office operations.
• Experience working within a client-focused service delivery environment.

What's in It for You?

• Competitive salary package of $70,000 - $75,000 + Super.
• Permanent full-time employment.
• Hybrid working arrangement.
• Ongoing leadership development and career progression opportunities.
• Supportive and collaborative workplace culture.
• Modern Docklands office location with convenient public transport access.
• Opportunity to lead a team supporting a respected not-for-profit healthcare organisation that makes a positive impact in the community.

Apply Now

If you're an emerging contact centre leader with a passion for developing people, driving performance, and delivering exceptional customer experiences, we'd love to hear from you.

Applications close Thursday, 20 August 2026.
Successful candidates will commence on Monday, 24 August 2026.

Startek is an Equal Opportunity Employer and welcomes applications from people of all backgrounds, cultures, and experiences.