Healthdirect Operations Coordinator

3 weeks ago

Sydney, New South Wales, Australia Healthdirect Australia Full time

We are seeking an experienced Operations Coordinator to join our team at Healthdirect Australia.

This is a full-time opportunity based in [location], with the possibility of flexible work arrangements. The estimated salary for this role is $**80,000 - 110,000 AUD per annum**, depending on experience.

About the Role:

The Service Coordinator will play a critical role in ensuring the healthdirect services function efficiently on a day-to-day basis. Reporting to the Service Manager, Health Information and Advice Service (HIAS), you will work closely alongside associated HIAS service teams.

Key Responsibilities:

  • Operational Management: Supporting the service management of the healthdirect services, and service teams, in managing operational requirements and reporting.
  • Performance Analysis: Providing high-quality analysis of Contact Centre performance to achieve defined business objectives and contribute to portfolio delivery.
  • Contract Adherence: Working with service providers to maintain contract adherence across key SLAs.
  • Issue Resolution: Refining and triaging operational issues experienced by the service provider(s) and managing through to resolution where appropriate.
  • Continuous Improvement: Supporting continuous improvement to the services with oversight of the quality program across the service.
  • Reporting and Analytics: Provision of operational reporting and analytics on operational efficiency and service standards using QLIK.
  • Project Coordination: Working with the service managers and service optimisation manager to identify service opportunities, contribute to the development of the scope and nature of the opportunity, support solution design, and help coordinate delivery of approved projects.

Requirements:

  • A minimum of 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 to derive performance insights and improvement opportunities.
  • Strong project management and co-ordination skills.
  • Experience in product management of health technology assets.

Why Work with Us:

We believe our strength comes from our talented and dedicated staff. We are committed to working together to create a culture where you can bring your whole self to work.

Benefits:

  • Flexible work arrangements (2 days per week in office, pro-rated for part-time employees).
  • 14 weeks company-paid parental leave for both parents.
  • A multi-dimensional wellbeing program that is run by our people for our people.
  • Individual curated learner journeys to support you to expand your capabilities and unlock your talent.

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