Job Title

Add expected salary to your profile for insightsLifeline WA is the states leading provider of crisis support and suicide prevention services. Over the past year, we have supported over 150,000 people with the provision of counselling, specialist support groups, and training programs. As an NFP, Lifeline WAs purpose is to prevent suicide, support people in crisis, and reduce the stigma that can be a barrier to seeking help. Our vision is a community free of suicide.Our services include: 24-hour Telephone Crisis Support 13 11 14 24-hour Digital Crisis Support Online and SMS Education and training programs Counselling services Advocacy and community awareness initiativesAbout the RoleWe are currently seeking an experienced and motivated Team Leader to join our Crisis Support Contact Centre Team on a full-time basis, working predominately evening shifts.Reporting to our Manager of Crisis Support, you will be responsible for leading, supporting, and managing a team of employed Crisis Supporters. The role is central to ensuring that team members deliver high-quality, efficient, and safe support in alignment with the services core values and operational standards in a contact centre environment.The Paid Services Team Leader plays a critical role in real-time leadership, working alongside their team during live shifts, driving performance, ensuring adherence to scheduling and quality standards, and fostering a culture of accountability, empathy, and continual improvement.Key responsibilities include: Achieve and maintain performance benchmarks in response time, availability, and interaction quality Ensure team member adherence to the roster and minimise shrinkage during shifts Drive consistent and effective team engagement and communication Maintaining quality and compliance requirements for department and individuals in the paid services team Contribute to the wider operational success of the crisis support contact centre Spark meaningful engagement on many platforms to create a dynamic, inclusive community experienceIn exchange, well provide you with: Working in the heart of Subiaco, close to public transport and great cafes Flexible working options Salary packaging up to $15,900 each FBT year 4 weeks annual leave, leave loading (pro rata) 2 Mental Health days each year Internal training opportunities Access to our Employee Assistance Program Access to novated leasingAbout You:You will have: Proven leadership and communication skills with experience leading teams in a similar environment Exceptional organisational skills, with experience in workforce planning, scheduling, and reporting Empathy and the ability to support others through emotionally demanding work Proficiency in Microsoft Office, particularly Excel, and experience with databases and reporting tools Strong decision-making abilities and a proactive approach to problem-solving Experience working autonomously while collaborating with a broader teamAt Lifeline WA, we are driven by purpose. This is more than a jobits an opportunity to be part of a team that saves lives, supports individuals in their darkest moments, and contributes to building emotionally resilient communities. Youll join a team thats passionate, dedicated, and ready to grow alongside you.We''d love to hear from you if youre ready to take on this meaningful role and bring your leadership skills to Lifeline WAs Crisis Support Service.Applications close on 31/7/2025, but we are actively working to engage our new Team Lead and reserve the right to shortlist and interview applicants before then. For enquiries, please feel free to reach out to [emailprotected]Lifeline WA recognises that a diverse and inclusive workplace culture is integral to our business success. We are an equal-opportunity employer that welcomes applications from people of all backgroundsEmployer QuestionsYour application will include the following questions:Which of the following statements best describes your right to work in Australia?How many years experience do you have in a leadership or team lead role?Do you have experience working in the not-for-profit sector?What is your current notice period?What are your salary expectations?Do you have the ability to secure a National Police Check?Unlock job insightsSalary match Number of applicants Skills matchYour application will include the following questions:Which of the following statements best describes your right to work in Australia? Have you worked in a call centre before? How many years of people management experience do you have? Which of the following Microsoft Office products are you experienced with? Do you have a current Police Check (National Police Certificate) for employment?To help fast track investigation, please include here any other relevant details that prompted you to report this job ad as fraudulent / misleading / discriminatory.What can I earn as a Contact Centre Team Leader #J-18808-Ljbffr