Team Leader Operations

Employee leadership, engagement and motivation:

• Provide supervision and operational support to a team of up to 25 counsellors over a 24/7 roster.

• Monitor to the wellbeing of counsellors and ensure their participation in scheduled supervision, coaching and learning and development activities.

• Create a positive, inclusive, and supportive work environment that fosters teamwork, collaboration, and high levels of employee engagement.

• Recognise and reward individual and team performance to boost motivation and morale.

• Address and resolve employee concerns, conflicts, or issues promptly and effectively, promoting a healthy and productive workplace.

Service user satisfaction and advocacy:

• Foster a culture of high quality, trauma informed and person-centred support. 

• Ensure counsellors respond positively to service user feedback and accurately document it in the designated reporting system/platform.

• Engage counsellors in reflective discussions to garner insights on service users’ needs and expectations, in order to inform and strengthen continuous quality improvement measures. 

Operational excellence and compliance:

• Uphold and ensure compliance with company policies, procedures, and standards within the team, ensuring compliance with EEO, HS&W, privacy, and other relevant regulations.

• Manage scheduling compliance, distribute resources effectively, and balance counsellor workloads to achieve service targets while safeguarding quality service standards and staff wellbeing.

• Collaborate with other departments and stakeholders to align call centre operations with overall business objectives and strategies.

Conflict resolution and team cohesion:

• Proactively identify and address potential conflicts or interpersonal issues within the team, utilising effective communication and problem-solving skills to facilitate resolution.

• Foster a culture of open communication and collaboration, encouraging team members to share ideas, feedback, and concerns in a constructive manner.

• Organise regular team-building activities and initiatives to strengthen relationships and enhance overall team cohesion.

Implementing HR structures and policies:

• Collaborate with the People & Culture department to ensure that all relevant HR structures, policies, and procedures are effectively imbedded, communicated and consistently implemented within the team.

• Assist in the development and revision of HR policies that directly impact the 1800RESPECT Counselling Services team, providing insights and recommendations based on team feedback and industry best practices.

• Participate in the roll-out of new HR initiatives or programs, ensuring proper adoption and integration within the team.