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Service Efficiency Specialist

1 month ago

Sydney, New South Wales, Australia Healthdirect Australia Full time
About Healthdirect Australia

We are a government-owned, not-for-profit organisation dedicated to helping Australians actively manage and improve their health.

Our Vision for a Healthier Australia

We strive to provide easily accessible virtual services through multiple channels, catering to Australians at all stages of life. From practical and emotional support during pregnancy to advice on aged care and beyond, our services aim to make a positive impact.

The Role: Service Coordinator

This integral position plays a crucial part in ensuring the efficient operation of our services on a day-to-day basis. Reporting to the Service Manager, HIAS, you will work closely with associated service teams to achieve this goal.

Key Responsibilities:
  • Supporting service management in managing operational requirements and reporting.
  • Providing high-quality analysis of Contact Centre performance to achieve defined business objectives and contribute to portfolio delivery.
  • Working with service providers to maintain contract adherence across key SLAs.
  • Refining and triaging operational issues experienced by the service provider(s) and managing through to resolution where appropriate.
  • Supporting continuous improvement to the services with oversight of the quality program across the service.
  • Provision of operational reporting and analytics on operational efficiency and service standards using QLIK.
  • Collaborating with service managers and the service optimisation manager to identify service opportunities, develop solutions, and coordinate project delivery.
Salary Estimate:

Around $85,000 - $105,000 per annum, depending on experience and location.

What We're Looking For
  • At least 2 years' experience as an operations lead in a contact centre environment.
  • Experience with contact centre technologies, including telephony and CRM.
  • Proven ability to undertake high-quality analysis of service and performance data.
  • Strong project management and co-ordination skills.
  • Experience in product management of health technology assets.
Why Work with Us?

We believe our strength lies in our talented and dedicated staff. We foster a culture where you can bring your whole self to work and offer various benefits to support your growth and well-being.