Transformation Call Centre Manager

3 weeks ago

Sydney, Australia Healius Full time

**Date**:28 Mar 2024

**Location**: Sydney, New South Wales, AU, 2000

**Company**:Healius

**About us**

Healius Limited is one of Australia's leading healthcare companies and is synonymous with quality, affordable and accessible healthcare for all Australians. We have an expansive network of pathology laboratories, collection centres and diagnostic imaging centres. Through this footprint and its 10,500+ people, Healius provides specialty diagnostic services to consumers and their referring practitioners

Our contact centres are currently going through a software transformation process and we require an experienced Call Centre Transformation Manager to join our team for an immediate start on an initial three month contract basis.

**Responsibilities**:

- Assist with the implementation of new technology into our four contact centres
- Cultural development, training and coaching
- Revieing of current practices and procedure and providing solutions for improvement
- Review processes to manage peaks
- Train team members to effectively use tools and technology
- Work with the manager/supervisors to implement behavioural changes
- Review current staffing and look at optimum ways of working without adding additional staffing costs

**Experience Required**
- Proven management experience in a large, high volume contact centre
- Experience with the creation of new contact centres
- Implementation of new technology into contact centres
- Previous experience in contact centre transformation
- Able to manage change in a fast paced and changing environment
- Able to drive performance in teams
- Able to analyse and suggest improvements from data points
- Experience of NICE Cx One would be advantageous
- Flexibility to travel across Australia

**Benefits and Wellbeing**
- A marketplace of exclusive discounts and vouchers from leading Australian and online retailers.
- Corporate health insurance discounts, banking benefits and novated leasing consultations.
- An e-learning platform with access to a library of courses and learning paths.
- An Employee Assistance Program dedicated to employee health and wellbeing provided by professional coaches.
- Fitness Passport - access fitness centres across Australia at a subsidised rate
- Career growth opportunities across the national Healius network
- Be a part of a large ASX-listed organization focused on delivering positive outcomes to all Australians

**Right to Work, Background Checks and Clearances**

You must be an Australian Citizen or Permanent Resident, or a New Zealand Citizen, or hold a valid visa with permission to work. The selection process may include relevant background and clearance checks to assist in determining your suitability for the role.

**Our Commitment to Diversity and Inclusion**

We are an equal opportunity employer committed to creating an inclusive workplace. We seek to recruit from diverse applicants and create teams with skills, perspectives and experiences that complement each other at work. We welcome suitably qualified applicants regardless of age, ethnicity, socio-cultural background, disability, sexual orientation or gender identity.

**How To Apply

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