Call Centre Team Leader

Company Overview

Good Sammy is a for-purpose organisation creating employment opportunities for people with disability. Weve been around since 1958 and we have a workforce of almost 800 individuals with over 50% who identify as having disability.

Our efforts to make a difference extend beyond the workplace. Good Sammy is a driving force in sustainability keeping nearly 7 million kilograms of used goods out of landfills annually. Our operations span various social enterprises each contributing to our greater purpose.

We pride ourselves on being inclusive and know our people are our greatest asset.

Our values drive our initiatives and culture.

Brave Have the courage to explore all possibilities.

Good Do the right thing the right way always. Help you be your best.

Safe Be aware speak up stay safe. Make your safety our priority.

Empowered Respect everyones voice. Do it with you.

Your Impact

As a full time Call Centre Team Leader you will oversee the call centre and reception functions to ensure exceptional customer service and achieve performance targets.

What youll do

• Oversee day-to-day operations of the call centre including call monitoring scheduling and workflow management.
• Lead coach and manage all Call Centre and Reception staff.
• Monitor and manage the incoming call volume through queue management and implement contingencies as required.
• Develop and maintain daily weekly and monthly performance reports.
• Work closely with Corporate Services Manager to understand reporting needs and provide tailored reports.
• Develop and implement new procedures to improve workflow and operational effectiveness.
• Ensuring staff cover cleanliness and organisation of reception area including maintaining stock levels of brochures/pamphlets if required.
• Ensure adherence to company policies procedures and quality standards.
• Lead by example in always delivering exceptional customer service.
• Handle escalated customer inquiries or complaints in a professional and timely manner.
• Provide guidance and support to team members to resolve customer issues effectively.

Your Team and Partners

You will be working closely with the Call Centre and Reception teams and will report to the Corporate Service Manager.

What youll bring

• Previous experience in a Call Centre environment with at least 2 years of experience in a leadership or supervisory role.
• Proven track record of achieving and exceeding performance targets and KPIs.
• Excellent communication skills both verbal and written.
• Strong leadership abilities with the ability to inspire and motivate team members.

What we can offer you

• Free onsite parking.
• Generous not-for-profit tax-free benefits up to $15900 per annum to increase your take home pay.
• Private health insurance discounts.
• Free confidential counselling services through our Employee Assistance Program.
• Staff discount at all Good Sammy stores.
• Comprehensive orientation program including an onsite tour.

Join us in making a positive impact in our community. Your dedication can help us transform workplaces and society and together we can create a better future for people of all abilities.

How to Apply

If you are interested in a rewarding career that gives back to those living with a disability and the local community apply now! Please submit your resume and a cover letter outlining why you are well-suited for the role.

Good Sammy Enterprises is committed to providing an environment where people are safe valued and heard especially vulnerable adults young people and strongly encourage applications from people with disability or lived experience as well as Aboriginal and Torres Strait Islanders and people from culturally diverse backgrounds.

Applicants who need assistance with their application or wish to discuss any potential barriers that may prevent them from applying are encouraged to contact

Closing date: 11/08/2025

For more information about Good Sammy Enterprises please visit our website Sammy reserves the right to complete the recruitment process prior to the closing date. Whilst we appreciate each and every application due to the high level of interest only successful applicants will be contacted. Thanks for your understanding.