Contact Performance Specialist

2 weeks ago

Burwood East, Victoria, Australia Ambulance Victoria Full time

At Ambulance Victoria we are proud to share our commitment to save and improve lives by providing outstanding care for our patients.

It is our promise to every patient, and it sits at the heart of everything we do.

No matter what corporate or support role you play in delivering our critical services to Victorians, you join a team dedicated to bringing our vision of 'Outstanding emergency health care every time' to life.

Our Operational Communications division is responsible for coordinating and optimising state-wide emergency and non-emergency ambulance response, as well as the provision of patient care through Australia's largest ambulance triage directorate.

This is a Full Time, 2 years fixed term appointment within the AV Operational Communications division, located at our Burwood East Business Centre.

About the role

Ambulance Victoria currently have a great opportunity for a Contact Performance Specialist to join the Operational Communications team within AV's Operational Communications directorate.

Reporting to the Director Communications Centres, this position is primarily responsible for managing the support, development and improvement of operational communication systems that enable the call taking and dispatching environment to achieve required performance standards and to ensure that data generated from these systems is interfaced with Ambulance Victoria (AV) data repositories in accordance with data governance requirements.

Your responsibilities will include, but are not limited to:

  • Manage, develop, and maintain operational communication systems performance records, technology and processes used in the call taking and dispatch functions
  • In conjunction with Triage Services, develop and maintain a Contact Centre Technology Future Plan to support the continual improvement of operational communication systems to drive AV objectives
  • Ensure operational communication systems are maintained in accordance with required risk treatment plans and business continuity plan, and where functional performance deteriorates, ensure compliance with the escalation protocols within those plans.
  • Ensure fault reports are received, reviewed, and actioned for all contracted service and all operational communication system faults are rectified within contracted timeframes.
About you
Suited to a highly motivated individual who is passionate about improvement, to be considered for this position, you will possess the following:

  • Completion of a postgraduate degree or relevant industry certification (or progress toward) with high level relevant experience, or an equivalent combination of training and sound experience. (Is this essential or desirable and in qual in anything specific?)
  • Experience in implementing contact centre performance improvements and cultural change.
  • Experience in the delivery and support of vendor contracted technical products and services.
  • Experience with risk management and business continuity planning in an operational communication environment.
  • Experience in managing data governance and ensuring data governance compliance.
  • Interpersonal and influencing skills to gain the acceptance and support of ideas, cooperation of others, and the ability to modify styles and techniques to accommodate tasks, situations, and individuals.
  • Welldeveloped conceptual, analytical, and problemsolving skills to enable the identification of issues, and the judgement and decisionmaking ability to determine appropriate courses of action and formulation of strategies for achieving longrange organisational goals.
  • Planning and organising skills to effectively establish the priority and scheduling of work tasks for self and others to ensure work priorities are completed on time and within budget, and to effectively operate in a high workload environment.
  • Welldeveloped negotiating and leadership skills to foster continual improvement and cultural change to enable effective implementation of plans across the organisation.
  • Required to possess a current Victorian Driver Licence
Working at AV

As a valued member of AV you will enjoy a professional working environment that recognises the importance of work/life balance.

We offer salary packaging options, generous personal leave entitlements, accrued days off for full time roles, and other benefits including free on-site parking.

We believe our people are our greatest resource and the sustainability of our workforce depends on how well we utilise our people's skills and abilities and whether our staffing reflects the diversity of the Victorian community.

If you're ready to play an integral role and deliver results that help make a real difference, we want to hear from you

Successful applicants will need to have received the mandated COVID-19 vaccinations and be willing to complete pre-employment screening including references, misconduct and Police Checks.

This position is graded at AV-5 under the Ambulance Victoria (Management and Administrative Sta

  • Business Performance&improve. Specialist

    2 weeks ago

    Burwood, Victoria, Australia Transport For NSW Full time

    Organisation/Entity: Transport For NSW- Job Category: Research and Analysis- Job Location: Burwood, NSW, AU, 2134- Job Ref No: Employment Type: Permanent Full-Time- Salary Range: $ $ month contract with a view to extend Burwood Office location hybrid working arrangements Transport Grade 7About usTransport for NSW keeps our State moving by providing safe,...

  • Medical Receptionist

    2 weeks ago

    Burwood, Victoria, Australia Medical and Surgical Specialist Full time

    Job descriptionJob Summary Medical Specialist Receptionist_We are seeking a medical receptionist for a specialist medical practice aimed at achieving an exceptional level of patient satisfaction and care. We require someone who will be the first point of contact for all patients and visitors. It is imperative that you have the ability to assist with patient...

  • Data Specialist

    2 weeks ago

    Burwood, Victoria, Australia Genesis IT&T Pty Ltd Full time

    A leading government agency is seeking aData Specialist/Engineer for an initial6 month contract based out ofBurwood/hybrid role.This opportunity is fully accountable for the formulation of advice and coordination across all ETL, data management & enterprise data repository project and cloud platform solution delivery objectives.Key responsibilities for this...

  • Contact Centre Team Leader

    2 weeks ago

    Burwood, Victoria, Australia Penfold Motors Burwood Full time

    Representing multiple brands including VW, Audi & many more: A supportive team environment where you'll work with dedicated colleagues and management:- Join a national ASX listed organisation in a time of growthAbout us:Penfold Motor Group is part of Peter Warren Automotive Holdings, one of Australia's largest multi-franchise automotive dealer groups. We...

  • Sourcing Specialist

    2 weeks ago

    Burwood, Victoria, Australia Ashdown Consulting Full time

    $35.50 p/h + Super 3/6 month contract Burwood/WFHSourcing Specialist | 3/6 Month Contract | $39.22 p/h Inc. Super- $35.50 p/h + Super:- 3/6 month contract:- Burwood/WFHAbout the CompanyThis is an exciting opportunity for a Sourcing Specialist to join a NSW Organisation based in Burwood on a 3/6 month contract.About the Role Service Delivery Deliver endtoend...

  • Specialist, Security Governance

    2 weeks ago

    Burwood, Victoria, Australia Transport For NSW Full time

    Organisation/Entity: Transport For NSW- Job category: Information & Communication Technology- Job location: Burwood, NSW, AU, 2134- Job reference number: Employment type: Permanent Full-Time- Salary range: $ $ About usTransport for NSW is the lead agency of the NSW Transport cluster. Our role is to lead the development of a safe, efficient, integrated...

  • Noc Technical Support Officer

    2 weeks ago

    Burwood East, Victoria, Australia Peoplebank Full time

    Location: Burwood East Job Type: Contract Posted:about 2 hours agoContact: Arriane Mendoza Discipline:General IT Reference: About the CompanyOur client, a multinational telecommunications company is looking for a part-time NOC Technical Support OfficerAbout the roleThe NOC Technical Support Operator should strive to maintain the highest level of service for...

  • Australia Post Service/sales Specialist

    2 weeks ago

    Burwood, Victoria, Australia TSA Group Full time

    Company DescriptionTSA Group are on the hunt for a Business Specialists to join our Australia Post team at the Burwood office Australia Post is one of Australia's most well known postal services with small businesses accounting for approximately two thirds of their customer base.Job Description:What will your day look like?As an Australia Post Business...

  • Australia Post Service/sales Specialist

    2 weeks ago

    Burwood, Victoria, Australia TSA Group Full time

    Company DescriptionTSA Group are on the hunt for a Business Specialists to join our Australia Post team at the Burwood office Australia Post is one of Australia's most well known postal services with small businesses accounting for approximately two thirds of their customer base.Job Description:What will your day look like?As an Australia Post Business...

  • Customer Service Specialist

    2 weeks ago

    Burwood, Victoria, Australia Great Southern Bank Full time

    More about the roleOurCustomer Service Specialist (Personal Lender) role is pivotal to supporting our purpose. Based in ourCBD,Burwood & Parramatta branches you will travel between all three locations to provide support and serve the local community as the first point of contact for our retail customers and their banking needs.You'll be challenging yourself...

  • Injury Recovery Team Leader

    2 weeks ago

    Burwood East, Victoria, Australia Country Fire Authority Full time

    The Country Fire Authority (CFA) is one of the world's largest, and most highly regarded, community-based emergency services organisations. We are proud of the work we do in protecting lives and property, 24 hours a day, 7 days a week. CFA strives to be a values-based organisation and an organisation of choice for volunteers and employees, where people with...

  • Manager Analytics

    2 weeks ago

    Burwood East, Victoria, Australia Country Fire Authority Full time

    The Country Fire Authority (CFA) is one of the world's largest, and most highly regarded, community-based emergency services organisations. We are proud of the work we do in protecting lives and property, 24 hours a day, 7 days a week. CFA strives to be a values-based organisation and an organisation of choice for volunteers and employees, where people with...

  • Esg Specialist

    2 weeks ago

    Burwood, Victoria, Australia Reece Group Full time

    ESG SpecialistYou probably know Reece as Australia's largest supplier of plumbing and bathroom products.But we are much more than that. We are a leading Australian distributor of trade products to residential, commercial and infrastructure customers. We're an ASX listed company with more than 800 branches and 8,000 employees across Australia, New Zealand and...

  • IT Infrastructure

    2 weeks ago

    Burwood East, Victoria, Australia Country Fire Authority Full time

    The Country Fire Authority (CFA) is one of the world's largest, and most highly regarded, community-based emergency services organisations. We are proud of the work we do in protecting lives and property, 24 hours a day, 7 days a week. CFA strives to be a values-based organisation and an organisation of choice for volunteers and employees, where people with...

  • 2025 Rehabilitation Medicine Registrar

    2 weeks ago

    Burwood East, Victoria, Australia Eastern Health Full time

    Rehabilitation Medicine Registrars - 2025Eastern Health - Continuing Care Program Peter James Centre Clinical management of rehabilitation inpatients Eastern Health Eastern Health is one of Melbourne's largest public health services. We provide a range of emergency, surgical, medical and general healthcare services, including maternity, palliative care,...

  • Resourcing Planner

    2 weeks ago

    Burwood East, Victoria, Australia Ambulance Victoria Full time

    At Ambulance Victoria (AV) we are proud to share our commitment to save and improve lives by providing outstanding care for our patients. It is our promise to every patient, and it sits at the heart of everything we do. No matter what corporate or support, or frontline role you play in delivering our critical services to the Victorian community, you join a...

  • Fulfillment Consultant

    2 weeks ago

    Burwood East, Victoria, Australia SPS COMMERCE Full time

    :Job Summary: The Associate Consultant II works in a team of professionals responsible for designing, developing and testing solutions with SPS customers. This role will manage service delivery to customers and act as the primary technical contact until the customer is successfully flowing electronic data in production. Core responsibilities also include...

  • Litigated Specialist

    2 weeks ago

    Hawthorn East, Victoria, Australia Coles Group Full time

    We've been trusted to serve Aussie communities since 1914 and grown to become a top 30-listed on the ASX with 120,000 team members and a portfolio of iconic brands. At Coles Group, you'll not only get to make a difference to millions of Aussie lives—you'll also get to see your impact.About the team:Coles Group Insurance protects our team members, customers...

  • Medical Receptionist

    2 weeks ago

    Burwood, Victoria, Australia Medical and Surgical Specialists Full time

    Job descriptionJob Summary Medical Specialist Receptionist_We are seeking a medical receptionist for a specialist medical practice aimed at achieving an exceptional level of patient satisfaction and care. We require someone who will be the first point of contact for all patients and visitors. It is imperative that you have the ability to assist with patient...

  • Media & Events Advisor

    2 weeks ago

    Burwood East, Victoria, Australia Country Fire Authority Full time

    The Country Fire Authority (CFA) is one of the world's largest, and most highly regarded, community-based emergency services organisations. We respond to fire and other emergencies 24 hours a day, seven days a week. Whilst our firefighters are the cornerstone of CFA services, what goes on behind the scenes is just as important in helping to protect lives and...