_{20th March, 2026}

Oncall Language Services (Oncall) has been providing language services to support our clients for 40 years. Throughout this time, we have established ourselves as global leaders and continue to blend our experience with the latest technologies to develop innovative Interpreting, Translation, Transcription & Captioning solutions that help our clients achieve their goals. At the heart of our service delivery is our vision to “empower those who seek to understand and be understood through high-value innovative solutions”. We live this every day by providing integral support to some of our most at-risk communities in Australia and around the globe. 

The Opportunity:

You will be responsible for leading our inbound contact centre team and ensuring consistent, high-quality service delivery across both internal and external stakeholders.

Key focus areas include:

• Owning and improving the end-to-end customer service experience
• Driving contact centre performance, KPIs, and accountability
• Leading and developing a team of Customer Service Officers in a 24/7 environment
• Managing workforce planning, resourcing, and operational efficiency
• Acting as the senior escalation point for complex service issues
• Embedding and driving quality assurance, coaching, and performance frameworks
• Driving process improvement, consistency, and operational discipline
• Partnering with teams including Interpreter Relations, Client Services, and IT to optimise outcomes
• Improving service fill rates by identifying supply gaps and working with internal teams to resolve them
• Providing performance insights and reporting to senior leadership

What we’re looking for:

The successful candidates will demonstrate the following:

• Proven experience leading a high-volume contact centre or service operation
• Strong ability to drive performance, accountability, and team culture
• Experience implementing KPIs, QA frameworks, and continuous improvement initiatives
• Commercial mindset with a focus on efficiency and customer outcomes
• Confident working across stakeholders and managing competing priorities
• Comfortable operating in a fast-paced, operational environment undergoing change
• Experience implementing operational transformation initiatives

Why Join Oncall:

• Lead a critical function within a growing organisation
• Own and shape the customer service experience at scale
• Drive real operational and cultural change
• Work closely with senior leadership on performance and improvement initiatives
• Opportunity to advance your career

Interested? Apply Now!

To apply for the role, please click the ‘Apply’ button and follow the prompts. Please include your CV and a brief cover letter expressing your motivation and key attributes for the role.

You must have the right to live and work in Australia to apply for this job.
  
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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