Contact Centre Lead

3 weeks ago

Norwest Business Park, Australia PRP Diagnostic Imaging Full time

**Contact Centre Lead**
- Newly Created Leadership Position Managing Large Team
- Bella Vista Location | 9-Day Fortnight
- Growing Diagnostic Imaging Company with Reputation for Quality

**About Us**
PRP Diagnostic Imaging offers a comprehensive range of imaging services, through a network of 26 practices across Sydney, Illawarra, Central Coast and the Hunter and Central West. Due to continued growth, three further practices will be opening in 2023. At PRP, we are committed to providing the highest quality of patient care, with a personal touch.
We utilise the most advanced technology and employ a team of world-class imaging physicians, specialists, technicians and support staff in a safe and caring environment. We encourage collaboration, a strong work ethic and provide a supportive learning environment. We have an outstanding track record in the professional development of our team.
**About the Position**
This newly created position is based in Bella Vista and is leading a brand new, large contact centre team to manage inbound and outbound calls to patients. This position will give you the unique opportunity to develop the culture and drive team performance. You will be supported to recruit, train and develop your team and be accountable for their motivation to successfully deliver KPI's. You will be responsible for analysing data to identify process improvement opportunities, which includes resource management and allocation, with the goals of driving efficiency and improving customer satisfaction. You will work closely with key staff, particularly Office Managers, within the various practices in our North Western Sydney region to understand their capabilities and requirements. You will act as the escalation point for issues and ensure safe work practices are followed.
**About You**
You will have an outstanding background in managing a large team within a contact/call centre environment with a strong customer service and/or sales focus, managing both inbound and outbound calls. You will be empathic in your approach and will have demonstrable experience of driving a positive and customer-centric culture. You must be proactive in your approach to managing the performance of your team to ensure KPI's are achieved. You will have an excellent understanding of how to develop people through ongoing training and empower your team identify and resolve issues. You will be a resilient individual and possess the ability to develop relationships with a wide variety of patients and colleagues. You will be motivated by having fun and driving your exceed expectations.
**What We Offer**
- Attractive remuneration and benefits (discounted health insurance and gym membership)
- Investment in state-of-the-art equipment
- Friendly, diverse and professional team
- Commitment to professional development and education
- Flexible and supportive working arrangements, including 9-day fortnight

**Our Values**
We put care into everything we do. We are courageous and accountable. Our reputation is outstanding, and we trust and empower each other. Reach your full potential with PRP, where patient wellbeing is our priority and having fun is part of our culture.
As part of our commitment to the health and wellbeing of our staff and patients, PRP requires all eligible staff to have received at least two doses of an approved COVID-19 vaccine. You will be asked to disclose your vaccination status as part of the selection process and required to provide a record of your COVID-19 vaccination status if successful.
**Applying**
You must have full work rights for Australia to be considered for this position.
PRP is committed to equity diversity and inclusion. Applications from people of culturally and linguistically diverse backgrounds, those living with disabilities, members of the LGBTIQ+ community; and people of Aboriginal and Torres Strait Islander descent, are encouraged.

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