Care Manager
1 month ago
We are seeking a highly skilled and experienced Care Manager to lead our contact centre team at Calvary Care. As the first point of contact, you will play a crucial role in embodying the Spirit of Calvary, welcoming new residents, clients, and their families with warmth and professionalism.
Key Responsibilities- Lead, motivate, and develop the contact centre team to foster a high-performing, customer-centric culture.
- Implement best practices and effective processes to deliver compassionate, high-quality service.
- Manage scheduling, staffing, and resources to ensure smooth operations and adherence to service level agreements (SLAs).
- Develop and implement strategies for operational efficiency and continuous improvement.
- Guide customers through the care model, collaborating with Home Managers and General Managers to enhance their Calvary experience.
- Support senior managers in achieving customer targets by developing and delivering initiatives.
- Establish reporting mechanisms to monitor service quality and handle inquiries efficiently.
- Maintain and effectively use the CRM database to track leads, manage inquiries, and improve conversion rates.
- Demonstrated experience in managing an inbound contact centre, with the proven ability in leading and developing high-performing teams with a strong focus on customer service excellence.
- Exceptional communication (written and verbal) and interpersonal skills, with an ability to communicate professionally with people at all levels and to operate effectively within a team environment.
- Proven experience in fostering and building relationships with a range of stakeholders, with the ability to influence and collaborate to deliver on shared goals.
- Strong strategic and solution-focused thinker with the ability to manage complex situations and drive organisational success.
- Experience in analysing and reporting on performance metrics, with a focus on continuous improvement.
- High level of proficiency with various platforms including the Microsoft Office suite, as well as CRM databases and telephony systems.
- Commitment to working within the vision, mission, and values of Calvary.
- NFP salary packaging benefits, discounted health insurance and gym memberships
- Paid parental leave
- Training, development pathways and career opportunities
- Flexible hours that make sense for you
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