Contact Centre Lead

**Contact Centre Lead**
- Leadership Opportunity, Managing Large Team
- Tuggerah Location | Career Development Opportunity
- Permanent Full Time Position | Commitment to Your Ongoing Development

**About Us**

PRP Diagnostic Imaging offers a comprehensive range of imaging services, through a network of 34 practices across Sydney, Illawarra, Central Coast and the Hunter and Central West. We are excited to be entering the next phase of our growth and expansion plans, with additional practices having opened over the last 12 months and further expansion planned in 2025. It is a remarkable time to join PRP, where we are committed to providing the highest quality of patient care, with a personal touch and your contribution matters in shaping the future of PRP.

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**

Based at Tuggerah, this is a permanent position where you will lead our Contact Centre team in managing patient and referrer interactions. 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 engagement and satisfaction. You will work closely with key staff, particularly Office Managers and practice Chiefs to understand the capabilities and requirements of each practice. You will act as the escalation point for issues and ensure safe work practices are followed.

**About You**

You must be a strong people leader, with experience of managing teams within a Contact/Call Centre environment, ideally managing both inbound and outbound calls. You must be able to demonstrate your capability in fostering a positive work culture through developing the skillset of your team to provide an outstanding customer centric experience, whilst achieving key performance metrics. With significant investment planned for enhancing customer experience, you must have the ability to champion change and identify opportunities to improve processes and procedures. You will be a resilient individual and possess the ability to develop relationships with a wide variety of stakeholders. You will be motivated by creating a positive environment and driving your team to 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,

**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.

**Applying**

**Applications close 9am on Monday 3 February 2025.**

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 LGBTIQA+ community; and people of Aboriginal and Torres Strait Islander descent, are encouraged.