Contact Centre Manager

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HomeMade, Mable, Leap In! and Mable Direct are entities under the Attain Healthtech Group of Companies. While our companies are diverse, three similarities bind us: we exist to create lasting, positive change across the entire care and support sector; we believe in technology as an enabler; we’re driven by helping customers attain better outcomes.

About HomeMade

HomeMade is an approved aged care provider dedicated to improving its customers’ lives by empowering older people to self‑manage their service providers with the assistance of our clinical and customer support teams. Our transformative technology platform helps thousands of people retain choice and control by allowing them to create unique support plans that meet their specific needs and optimise their funds. By working at HomeMade, you can play a crucial role in helping older people maintain their independence and live fulfilling lives in their own homes.

About the Role

As Contact Centre Manager, you’ll lead the heartbeat of HomeMade’s customer experience, our dedicated contact centre team. You’ll inspire and empower your people to deliver exceptional service every day, creating meaningful connections with customers and driving continuous improvement across everything we do. You’ll be the go‑to escalation point and a trusted partner to our Head of Operations and wider business, using data, insights, and customer feedback to shape better processes, smarter systems, and more seamless experiences.

Key Responsibilities

• Team Leadership & Performance: Lead, mentor and motivate a team of customer service representatives to achieve performance targets and deliver exceptional customer experiences; provide ongoing coaching and feedback; foster a positive and inclusive work environment; act as the point of escalation for Team Leaders to resolve customer complaints in a timely, professional manner.
• Operations Management: Oversee inbound/outbound calls, email correspondence, and live chat support; develop and implement workforce management strategies to meet SLAs; monitor KPIs, streamline processes, and contribute to cross‑functional procedures to support first contact resolution.
• Quality Assurance: Establish the quality assurance scorecard, monitor service quality through call monitoring and customer feedback, conduct audits, and implement quality improvement initiatives.
• Technology and Systems: Oversee implementation and maintenance of contact centre technologies (e.g., AI integration), collaborate with IT to troubleshoot technical issues and optimise system functionality.
• Reporting and Analysis: Generate and analyse performance reports, utilise data-driven insights for process improvements, and present findings to the Head of Customer Operations.

Skills, Knowledge, and Experience

• 3+ years of proven experience leading contact centre operations, including direct leadership of team leaders and frontline teams.
• Track record of driving team performance through coaching, feedback, and goal‑setting.
• Expertise in optimising contact centre systems, including workforce management, IVR, and quality assurance platforms.
• Experience with AI‑driven solutions and automation for efficiency, customer experience, and scalability.
• Strong understanding of operational process improvement and customer service best practices.
• Exceptional communication skills for internal and external stakeholder interactions.
• Analytical mindset with proficiency in data analysis and reporting tools.
• Demonstrated ability to drive process improvements and implement change initiatives.
• Familiarity with aged care funding models, compliance obligations, and the Aged Care Quality Standards.
• Proven ability to balance strategic priorities with hands‑on operational support.

The Values We Live By

• Put People First: People and relationships matter most.
• Foster Freedom: Life should be lived in a way that makes sense for you, without unnecessary controls or external restrictions.
• Do The Right Thing: Be fair, honest, open, ethical, and transparent.
• Be Bold: With a vision to imagine and create a brighter future.

Benefits

• Power Your Career: Learn from industry experts, experienced leaders, and on‑the‑job opportunities.
• Access Parental Leave: Get 14 weeks of paid leave for primary carers and 6 weeks for secondary carers plus superannuation.
• Work With Flexibility: Hybrid workplace balancing time in office and remote work.
• Flexi Leave Days: Get one extra paid leave day per quarter for what makes you happy.
• Take a Floating Public Holiday: Acknowledge a significant day your way with family and friends.
• Be Rewarded: Celebrate wins and recognise great performance with an easy and accessible reward and recognition program.

We value diversity across all backgrounds and encourage Aboriginal and Torres Strait Islander people to apply. If this role stands out to you but you don’t feel you tick all the boxes, we strongly encourage you to apply nonetheless. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analysing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgement. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

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