Head of National Contact Centre

5 months ago

Adelaide, Australia Australian Red Cross Lifeblood Full time

Provide overall direction and end-to-end management of Lifeblood’s omni-channel National Contact Centre

Align NCC vision and roadmap with Lifeblood strategy, and both digital and customer experience strategies

Permanent full-time position in hybrid work environment (South Australia Location)

Circa 165k + Superannuation + Salary Packaging

Discover life-giving possibilities

Lifeblood is more than just a job or a career, it’s an opportunity to be part of something that matters. As an organisation, our purpose is simple: to give life. Together, we want to help you build a fulfilling career with Lifeblood.

About the role

The Lifeblood National Contact Centre is a unique omni-channel contact centre environment, delivering exceptional customer experience for inbound, outbound, and digital channels. The team is responsible for appointment acquisition, managing enquiries and promoting blood donation. As Head of National Contact Centre, you will champion a customer centric approach to service delivery, ensuring that all interactions are personalised, seamless, and aligned with the Lifeblood brand values and customer experience objectives.

The Head of National Contact Centre is responsible for the complete end-to-end management of the contact centre, providing overall direction and oversight in the areas of performance, financial management, customer experience, continuous improvement and employee engagement and development.

As a key leader within the Donor Experience Business Unit, the Head of National Contact Centre will collaborate closely with both our digital and customer experience teams to create an NCC vision and roadmap which aligns with both the digital and customer experience strategies.

Sound interesting? Here’s what we are looking for;
Significant experience managing a medium to large Contact Centre.

Vision and understanding for driving productivity through strong agent performance and digital enablers.

Experience of successfully driving multi-channel strategy including inbound, outbound, and digital channels.

The ability to interpret and translate strategic objectives and a track record of achieving results.

Demonstrated ability to improve and maintain high employee engagement in an agile fast-paced hybrid contact centre environment.

Demonstrated ability in conflict resolution and problem solving whilst dealing with multiple stakeholders.

Strong understanding of safety, compliance, and privacy obligations in a highly regulated environment.

Ability to drive continuous improvement and change initiatives by providing innovative solutions aligned to the Donor Experience Customer Experience and Digital strategies.

Proven ability to influence channel mix to optimise contacts across contact centre and digital self-service platforms.

Clear understanding of social media channels and ability to drive and support integrated social media strategy with other business units.

A passion for creating an environment that is successful, challenging and fun to work in.

Working knowledge of information systems and contact centre related technology.

Experience with Genesys Cloud contact centre platform would be highly regarded.

This is a permanent full-time opportunity with a hybrid working environment. The position is based in South Australia with some National travel required. There may be a requirement to work some weekends and evenings so we ask for some flexibility with working hours.

Thrive in a diverse culture that cares for your wellbeing

We’re a diverse and inclusive bunch. We’re proud to foster an environment where all people can come together to achieve their very best. Whether it’s workplace safety or work/life balance, we look after our employees’ varying needs. As part of the Lifeblood team, you’ll have access to a generous salary packaging program, plus a great range of rewards like discounts on insurance, groceries, food & beverage, department stores, travel, and more.

Next steps

If selected, you’ll be required to complete a few background checks and we’ll help you through this process.

If you require reasonable adjustments during the recruitment process, please reach out to us.

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