Team Leader

Job No: OTL90
Location: Inner West

About On the Line

On the Line is a professional social health organisation that delivers outsourced telephone and digital counselling solutions to our funders across a wide range of services. 

About the Role

In this role, you will work within our service centre, supporting a team who, in turn, support clients via telephone, webchat and social media forums. As part of a team that works across a 24/7 schedule, you will provide real-time assistance, and debriefing to counsellors provide crisis supports and managing escalated calls. 

Leadership and coaching will be key to your success. You will be a proactive people leader that also brings a strong sense of business acumen to help us deliver on our mission of encouraging people to feel better and create a life worth living.

Main Responsibilities

  • Inspire, motivate and align their dedicated team in delivering to agreed productivity and quality
  • Champion individual performance through quality reviews provided by the Clinical Practice Team
  • Be a positive coach to employees by meeting direct reports every fortnight and monthly (or as required) as a team group
  • Work with the Service Centre Manager, HR Business Partner, and Clinical Practice Team to deliver performance management where required
  • Actively demonstrate a ‘leader as coach’ mindset, building capacity and capability within the team
  • Continually champion a culture of self-care, resilience and support, and ensure employees are aware of support initiatives (learning, supervision, and self-care practices etc)
  • Collaborate and partner with the Real-Time Analyst on running the shift; including taking directives and advice on meeting call queue volumes
  • Ensure that all employees comply with key clinical models and frameworks, including processes associated with supporting high-risk clients, repeat (managed) callers. This includes mandatory completion of risk assessments and intervention processes
  • Manage call management plans in consultation with the Clinical Practice Team
  • Foster a positive culture within the service centre that aligns with On the Line’s broader cultural vision and values
  • Act as a change agent by initiating and facilitating change and innovation to ensure that people, performance and output remain aligned to the changing needs of the organisation

Key Requirements:

  • Tertiary degree in a relevant discipline (Social Science, Social Work, Welfare Studies, Psychology or Counselling), and/or a business or management qualification
  • Internal candidates will need to have either been a Higher Duties Counsellor or a high performing Counsellor (including consistently high performance, attendance, and quality)
  • External candidates will need to have demonstrated previous leadership roles
  • Commercial acumen, including demonstrated experience working with Key Performance Indicators (KPIs) within a service delivery or operational environment, preferably within the health sector
  • Strong understanding of evidence-based counselling or clinical quality frameworks
  • Call centre and Genesys Cloud experience (highly desirable)
  • Exceptional people leadership skills and demonstrated ability to lead a high performing team of people managers
  • Demonstrated ability to build a positive and high performing culture
  • Highly attuned change management skills, ideally within a service-focused environment
  • Confidence in using information technology systems, such as customer relationship management systems, workforce management and telephony platforms
  • Highly developed problem solving and critical thinking skills, including experience identifying and implementing continuous improvement initiatives
  • Willing to obtain a current and cleared National Police Check and Working with Children card

Working at Home Requirements

As this is a digital-based telephone and chat service, there are minimum setup requirements for you to adequately perform in this role when working at home, including:

  • A safe and quiet workspace
  • Stable and consistent internet connection 
  • You have strong IT skills and proficiency in telephony-based systems where you are comfortable navigating software, typing and talking at the same time

Salary and benefits

  • Level 6.3 (SCHADS) $48.99 base rate (plus 10% Superannuation)
  • 5 weeks annual leave with annual leave loading (pro-rata for part-time employees) 
  • Access to reflective practice, supervision, debriefing, and EAP
  • Balance of working from home shifts and the office (depending on Vic Gov directives) 
  • Salary Packaging options

Position Description

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About On The Line

On the Line is a professional social health organisation that provides counselling support, anywhere and anytime.