ABOUT US 💎
Founded in 2002, Lake Imaging has grown to become a leading diagnostic radiology and medical imaging provider across central and western Victoria, with 19 clinics serving communities in Melbourne, Ballarat, Geelong, and Warrnambool.
About the Role
We’re seeking an experienced Contact Centre Team Leader to lead, coach and support our Contact Centre team in Geelong
This is a hands-on leadership role focused on building team capability, strengthening accountability, and delivering consistently high standards of service quality, workflow efficiency, and patient experience.
Working closely with and supporting the Contact Centre Manager, you will provide visible day-to-day leadership across team performance, recruitment, training, coaching and ongoing development, while remaining closely connected to operational delivery. This is an ideal opportunity for a proven people leader who enjoys guiding teams, improving performance, and creating an engaged and supportive workplace.
What you’ll be doing…
- Supporting the Contact Centre Manager by providing visible day-to-day leadership, direction, and operational support to the Contact Centre team
- Coaching team members, setting clear expectations, and building a culture of accountability and continuous improvement
- Managing team performance through regular feedback, development conversations, and practical support
- Monitoring call and service KPIs, including volumes, wait times, abandonment rates, productivity, service quality, and workflow adherence
- Using performance data and reports to identify trends, address issues, and improve team and operational outcomes
- Leading recruitment activities, including shortlisting, interviewing, onboarding, and workforce capability planning
- Designing and coordinating training for new starters and existing team members, including refresher and process training
- Coordinating day-to-day contact centre operations across services and sites and ensuring service standards are consistently met
- Acting as an escalation point for complex enquiries and patient or referrer issues
- Partnering with stakeholders to standardise workflows and implement service improvements
About you
You’re an experienced people leader with a calm, structured, and engaging approach. You know how to set clear expectations, coach individuals, build team capability, and maintain service standards in a busy contact centre, customer service, healthcare, or scheduling environment.
You’ll bring:
- Proven leadership or supervisory experience in a contact centre, customer service, healthcare administration, or similarly fast-paced operational environment
- A strong track record of coaching, developing, and engaging teams to achieve service and performance goals
- Confidence managing performance, providing constructive feedback, and supporting individual development
- Experience using KPIs and operational data to improve service delivery, quality, productivity, and team performance
- Clear, confident communication skills and the ability to build trust with team members and stakeholders
- Strong organisational skills, sound judgement, and a calm approach to competing priorities and escalations
- Experience leading recruitment, onboarding, training, or workforce capability initiatives
- Confidence learning and working with contact centre systems, phone platforms, and digital workflows
- Experience in radiology bookings, medical scheduling, or patient access is preferred but not essential
- Knowledge of radiology modalities, referrals, RIS, or PACS is advantageous and can be learned in the role
What’s on offer
- A leadership role with genuine influence over team culture, service quality, and operational performance
- The opportunity to coach, train, and develop a centralised Contact Centre team
- Exposure to reporting, recruitment, workforce planning, and continuous improvement
- Clear pathways for growth within a broader administration leadership framework
- A supportive, collaborative, and patient-focused workplace
FOR YOU
Competitive Salary: Attractive salary with annual reviews to recognise your contributions.
Paid Parental Leave: Additional leave to support new parents.
Fitness Passport: Access to over 1,000 locations nationwide to support your fitness goals.
Employee Discounts: Discounts at hundreds of retailers for everyday expenses, holidays, health insurance, and more.
Recognition Programs: Celebrate outstanding performance and dedication through our recognition platforms.
Referral Bonuses: Financial incentives for referring great talent to our team.
Career Advancement: Opportunities for career growth and succession planning within an innovative company.
Work-Life Balance: Flexible work options for full-time or part-time roles.
Community and Social Events: Engage in a supportive workplace with free parking and great social events.
Apply Now
If you’re a capable people leader who is passionate about service, team development, and improving customer and patient experiences, we’d love to hear from you. Radiology experience is welcome, but your leadership capability matters most.
👉 Click Apply to submit your CV and cover letter.
Integral Diagnostics (IDX Group) supports a multicultural and diversity workplace. We encourage Aboriginal and Torres Strait Islander Australians with relevant skills and experience to apply.
Building a healthier world, by delivering the best health outcomes one patient at a time.
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