--- title: 'Contact Centre Manager at Mable' canonical: 'https://feeny.ai/job/contact-centre-manager-mable-sydney-76cgwr1268y0' type: 'job' last_seen: '2026-09-07' --- # Contact Centre Manager at Mable - **Company:** Mable - **Location:** Sydney, Australia - **Employment:** full-time - **Work type:** hybrid - **Posted:** 2026-09-02 - **Last confirmed live:** 2026-09-07 - **Apply:** https://jobs.lever.co/mable/bdf9cfbc-037d-4f9a-b550-623188bc3727 ## Job description HomeMade, Mable, Leap in! and Mable Direct are entities under the Attain Healthtech Group of companies. While our companies are diverse, three similarities bind us: 1. We exist to create lasting, positive change across the entire care and support sector - impacting more lives, elevating standards and shaping the future of care 2. We believe in technology as an enabler 3. We’re driven by helping customers attain better outcomes This position is part of the HomeMade team. ## About HomeMade HomeMade is an approved aged care provider dedicated to improving its customers' lives by empowering older people to self-manage their service providers with the assistance of our clinical and customer support teams. Our transformative technology platform helps thousands of people retain choice and control by allowing them to create unique support plans that meet their specific needs and optimise their funds. By working at HomeMade, you can play a crucial role in helping older people maintain their independence and live fulfilling lives in their own homes. You’ll be joining a team that is passionate and dedicated to making a meaningful difference in the lives of others. To find out more, visit https://homemadesupport.com.au/ ## About the role The Contact Centre Manager is responsible for overseeing the day-to-day activities of the HomeMade contact centre team, ensuring exceptional service delivery while driving continuous improvement initiatives. Acting as a key escalation point, the Manager partners closely with the Head of Operations and other business stakeholders to improve processes, policies, and the overall customer experience. Through data-driven insights, customer advocacy, and team leadership, this role ensures HomeMade delivers high-quality, customer-focused outcomes aligned with our mission and values. ## Key Responsibilities ## Team Leadership & Performance - Lead, mentor and motivate a team of customer service representatives to achieve performance targets and deliver exceptional customer experiences. - Provide ongoing coaching and feedback to enhance team members' skills and performance. - Foster a positive and inclusive work environment that encourages collaboration, innovation, and continuous learning. - Act as the point of escalation for Team Leaders in resolving customer complaints in a timely, professional manner. Operations Management - Oversee all aspects of contact centre operations, including inbound and outbound calls, email correspondence, and live chat support. - Develop and implement strategies to optimise workforce management, ensuring adequate staffing levels to meet service level agreements (SLAs) and customer demand. - Monitor key performance indicators (KPIs) and metrics to track performance, identify trends, and implement corrective actions as needed. - Streamline processes and procedures to enhance efficiency and productivity within the contact centre. - Contribute to cross-functional processes and procedures to support the contact centre in providing first contact resolution for customer enquiries. Quality Assurance - Establish the quality assurance scorecard and monitor service quality through call monitoring, customer feedback analysis, and performance evaluations. - Conduct regular audits and assessments to ensure compliance with organisational policies, procedures, and regulatory requirements. - Implement quality improvement initiatives to enhance service delivery and customer satisfaction. Technology and Systems - Oversee the implementation and maintenance of contact centre technologies and systems whilst leveraging advancements in technology such as AI integration. - Collaborate with IT and other departments to troubleshoot technical issues and optimise system functionality to support business objectives. Reporting and Analysis - Generate and analyse reports on contact centre performance, including call volume, response times, customer satisfaction scores, and agent productivity. - Utilise data-driven insights to identify opportunities for process improvements, resource allocation, and service enhancements. - Present findings and recommendations to the Head of Customer Operations to inform strategic decision-making. ## Skills, Knowledge and Experience - 3+ years of proven experience in leading contact centre operations, including direct leadership of Team Leaders and frontline teams. - Track record of driving team leaders and team performance through coaching, feedback, and clear goal-setting to achieve operational and customer outcomes. - Strong expertise in optimising contact centre systems, technologies, and software applications, including workforce management, IVR systems such as Zoom, Aircall, Salesforce or other quality assurance processes. - Experienced in implementing and maintaining contact centre technologies, leveraging AI-driven solutions and automation to enhance efficiency, customer experience, and scalability. - Experienced in managing escalations, applying sound judgement to balance customer needs and organisational priorities. - Strong understanding of operational process improvement and customer service best practices. - Exceptional communication skills, both verbal and written, with the ability to interact effectively with internal and external stakeholders. - Analytical mindset with proficiency in data analysis and reporting tools. - Demonstrated ability to drive process improvements and implement change initiatives. - Familiarity with aged care funding models, compliance obligations, and the Aged Care Quality Standards (highly regarded). - Proven ability to balance strategic priorities with hands-on operational support. The values we live by Put People First 🫶🏼 People and relationships matter most. Foster Freedom 🪁 Life should be lived in a way that makes sense for you, without unnecessary controls or external restrictions. Do The Right Thing 💖 Be fair, honest, open, ethical, and transparent. Be Bold 💡 With a vision to imagine and create a brighter future. Values we share as part of Attain Healthtech Break New Ground 🧨 We simplify care with creativity and bold ideas. Make It Matter💟 We put people at the centre and create impact that improves lives. Own The Outcome🥇 We aim high, deliver excellence and drive results that last. Our benefits Power your career ⚡️ Learn from industry experts, experienced leaders, and on-the-job opportunities. Access parental leave 👶 Get 14 weeks of paid leave for primary carers and 6 weeks of paid leave for secondary carers plus superannuation. Work with flexibility 🏠 We’re a hybrid workplace, balancing time in the office with remote work. Flexi Leave Days 🌴 Get one extra paid leave day per quarter for what makes you happy. Take a floating public holiday 🫶🏾 Acknowledge a significant day your way with family and friends. Be rewarded 🏆 Celebrate wins and recognise great performance with an easy and accessible Reward and Recognition program. We are one As an organisation, we celebrate our diversity and welcome all people, regardless of their family responsibilities, ethnicity, faith, sexual orientation, or gender identity. Aboriginal and Torres Strait Islander people are encouraged to apply. If this role has stood out to you but you don’t feel like you ‘tick all the boxes,’ we strongly encourage you to apply nonetheless. We value diversity in experience, and you might just bring something we are looking for to our organisation! ## About Mable ## Company Overview - **One-liner**: Mable operates an online platform that connects Australians seeking disability and aged care support with independent support workers, giving both sides more choice and control. - **Entity Type**: Private (growth-stage, 4 prior funding rounds) - **Headquarters**: Sydney, New South Wales, Australia - **Founded**: 2014 - **Founders**: Peter Scutt and Tony Charara ## Core Business - **Primary industry**: Health-tech / Disability and Aged Care Services - **Target customers**: B2C (individuals seeking care and support workers), B2B (NDIS and Aged Care clients, families) - **Mission or purpose**: To give more choice and control to those seeking and providing disability and aged care support, enabling people to live and work on their own terms. ## Products & Services - **Mable Platform**: An online marketplace where care seekers (individuals, families, or self-managed NDIS participants) can browse, connect, and book independent support workers for disability and aged care services. Type: SaaS-enabled marketplace. ## Market Standing - **Valuation/Market Cap**: Not publicly available - **Key Metric**: Total Funding – Not disclosed (4 prior funding rounds); Annual Revenue – Not publicly available (LinkedIn estimates $10M, but unverified) - **Notable Investors/Partners**: Not listed in available sources; co-founder Tony Charara previously co-founded Tissue Repair Limited and has a background in investment banking at JP Morgan. - **Growth Signals**: 32M+ care hours delivered; 31K+ active NDIS and Aged Care clients; 23K+ active support workers; 400+ team members (as per official site); 10 years of operation; expanding product and engineering teams. ## Competitive Advantages - **Platform model** that empowers both care seekers and workers with flexibility and choice, unlike traditional agency-based care. - **Strong brand trust** built over a decade in the Australian disability and aged care sector. - **Self-management focus** that aligns with government NDIS and Home Care Package reforms, giving users control over their budgets. ## Strategic Focus - **Product-led growth**: Investing in data science, analytics, and product development to improve matching and user experience. - **Scaling the workforce**: Growing the network of independent support workers and deepening engagement with existing clients. - **Technology innovation**: Enhancing the platform with AI-driven tools to streamline care coordination and compliance. ## Why Work Here - **Purpose-driven culture**: Team members are motivated by the social impact of transforming aged care and disability support. - **Hybrid workplace**: Offices in Sydney, Melbourne, Brisbane; employees balance remote work with in-office collaboration. - **Flexible leave**: 14 weeks paid parental leave for primary carers, 6 weeks for secondary carers, plus superannuation; one additional paid “Flexi Leave” day per quarter; a floating public holiday; and the ability to work overseas for up to 4 weeks in a rolling 12-month period. - **Reward & Recognition program**: Celebrates wins and great performance. - **Learning & development**: Opportunities to learn from industry experts and experienced leaders. - **Inclusive environment**: Welcomes diversity and collaborates across different skills and perspectives. ## Sources 1. [mable.com.au](https://mable.com.au/about-us/) 2. [mable.com.au](https://mable.com.au/about-us/careers-at-mable/) 3. [linkedin.com](https://linkedin.com/company/mableaustralia) 4. [jobs.lever.co](https://jobs.lever.co/mable) 5. [prd.mable.com.au](https://prd.mable.com.au/about-us/leadership-team/) ## Other roles at Mable - [Head of People Operations & Technology](https://feeny.ai/job/head-of-people-operations-technology-mable-sydney-8vw7fms57tc4) — Sydney, Australia - [Principal Product Designer (Design Systems)](https://feeny.ai/job/principal-product-designer-design-systems-mable-sydney-xhzaae334hfc) — Sydney, Australia - [Business and Process Analyst](https://feeny.ai/job/business-and-process-analyst-mable-sydney-y28f8zkhe9n8) — Sydney, Australia - [Engineering Manager](https://feeny.ai/job/engineering-manager-mable-brisbane-z0b94xkh7yd5) — Brisbane, Australia - [Customer Benefits & Loyalty Manager](https://feeny.ai/job/customer-benefits-loyalty-manager-mable-sydney-04m9477chddn) — Sydney, Australia - [Customer Support Specialist](https://feeny.ai/job/customer-support-specialist-mable-sydney-p6dsfmqyxbnd) — Sydney, Australia - [Senior Marketing Specialist - HomeMade](https://feeny.ai/job/senior-marketing-specialist-homemade-mable-sydney-nrh6p4jmgqma) — Sydney, Australia - [CRM Specialist - Engagement and Adoption](https://feeny.ai/job/crm-specialist-engagement-and-adoption-mable-sydney-4hx2z218parv) — Sydney, Australia - [Senior Manager, Brand (12-month fixed term)](https://feeny.ai/job/senior-manager-brand-12-month-fixed-term-mable-sydney-bwkxrm6jkwjc) — Sydney, Australia - [Senior Manager, Digital Experience](https://feeny.ai/job/senior-manager-digital-experience-mable-sydney-x690sk265cmn) — Sydney, Australia