Contact Centre Operations Manager

Build the future of health & aged care operations

Trilogy is Australia’s fastest growing health and aged care organisation, redefining how care is delivered through a modern, self-managed model. As a “health to the home” provider, we support thousands of Australians to live independently in their homes with care that is responsive, human and of the highest standards.

As we scale rapidly, we are investing heavily in our care operations. This role sits at the heart of that

ambition.

The Opportunity

This is an operational leadership role for someone who knows how to run a high-performing, voice-led contact centre – and wants their work to genuinely matter.

You’ll lead a large, motivated frontline team of around 50 people delivering care through a multi-channel environment, with a strong preference for voice communication to ensure clients feel supported, heard and confident in their care.

The role demands clear visibility of contact demand, service performance and customer experience.

You’ll use data and insight to proactively identify risk, improve outcomes and continuously lift

performance – because in aged care, accessibility and responsiveness aren’t just service metrics,

they’re essential to quality and improving lives.

This is an opportunity to take your contact centre leadership experience and apply it in a sector where operational excellence positively changes lives.

What you’ll be accountable for

• Owning end-to-end daily operational performance across a large, voice-led care operation
• Leading and developing frontline leaders and teams to perform at a high standard every day
• Strengthening customer relationships through delivering service levels and consistent client access across inbound and outbound contact
• Maintaining real-time visibility of demand, queues, backlogs and emerging service risks
• Using data and AI to improve customer experience, care outcomes and operating efficiency
• Ensuring operational excellence that supports care quality and inspires regulatory confidence
• Leading adoption of new technology and AI-supported ways of working that improve care delivery and efficiency

We’re looking for

• 5-10 years of proven experience leading large teams in a contact centre or customer operations environment
• Strong background in voice-based service delivery, including service levels, real-time performance and workforce planning
• A leader who is comfortable running complex operations and holding teams accountable for outcomes
• High data literacy, with the ability to interpret demand, performance and experience indicators to drive action
• An open, curious mindset toward AI and automation
• Experience in home care, health, aged care, or regulated environments is highly regarded – but not essential

Why Trilogy Care

• Australia’s fastest growing health and aged care provider with a clear direction
• A role with real ownership and influence
• The opportunity to shape how care operations work today and into the future
• A leadership team that values clarity, accountability and outcomes
• Expansive new King Street, Bowen Hills office with excellent facilities, close to public transport, cafes, restaurants and supermarkets
• Vibrant team culture and regular social events
• Access to Fitness Passport to support your health and wellbeing
• EAP support for you and your immediate family
• Employee discounts on groceries, fuel, utility bills, wellness and more

If you’re a leader and operator who thrives on responsibility, complexity, and building high-performing teams, we want to hear from you.

Please note

To join our team, you’ll need to have full Australian work rights. As part of our standard recruitment process, we’ll also conduct a working rights check, police check and request professional references during onboarding.

We appreciate the interest of recruitment agencies but kindly ask that resumes not be submitted unless a prior agreement is in place. Trilogy Care will not accept responsibility for any fees related to unsolicited resumes.