Client Engagement Team Leader in Central Queensland Mc, Queensland at Dovida

Dovida is a national provider of high-quality, person-centred home care. We provide a range of services including everyday companionship, domestic assistance, personal care, meal preparation, medication reminders, and transport to appointments, shopping, and social outings.

At Dovida, our mission is to support, empower, and uplift individuals by keeping them at the heart of everything we do and of every decision about their care.

Were looking for a confident and commercially savvy Client Engagement Team Leader to lead our outbound engagement team.

In this role, youll oversee and develop a team of Client Engagement Consultants, driving performance through coaching, accountability, and strong leadership. Youll play a critical role in ensuring your team proactively engages with clients, identifies opportunities to enhance service delivery, and converts these into meaningful outcomes.

This is a great opportunity for a hands-on leader who enjoys building high-performing teams, improving client experiences, and delivering strong commercial results.

• Lead, coach, and develop a team of Client Engagement Consultants to achieve utilisation and engagement targets
• Set clear KPIs, performance expectations, and standards aligned to business goals
• Monitor team performance, providing regular feedback, coaching, and development planning
• Drive increased utilisation of approved care hours across the client base
• Oversee outbound calling strategies, including campaigns, cadence, and client prioritisation
• Ensure consistent, high-quality and person-centred client engagement across the team
• Work closely with Client Services and Scheduling teams to convert opportunities into services
• Manage escalations and support resolution of complex client concerns
• Track, analyse, and report on performance metrics including call activity, conversion rates, and utilisation uplift
• Identify trends, barriers, and opportunities, providing actionable insights to improve outcomes

• Proven experience in a call centre leadership role (outbound or sales-focused preferred)
• Strong leadership and coaching capability with the ability to drive team performance
• Demonstrated experience managing KPIs and delivering commercial outcomes
• Strong analytical and reporting skills, with the ability to translate insights into action
• Excellent communication and stakeholder management skills
• Confident working with CRM systems and performance data
• Experience in aged care, healthcare, or community services (highly regarded)

• Enjoy your birthday your way with a paid day off
• Paid wellness, volunteering and study leave to support your wellbeing and growth
• Save on your next car with our novated leasing options
• Be recognised at our annual Heart of Dovida Awards, celebrating the people who bring our values to life
• Bring your four-legged friend to work on our much-loved Dog Friendly Fridays!

Applicants must have permanent or temporary rights to work in Australia with no restrictions.

Please submit your resume and a cover letter detailing your suitability for this role.