Service and Optimisation Manager

3 days ago


Adelaide CBD, Australia Australian Red Cross Lifeblood Full time

Great opportunity to be part of the National Contact Centre leadership team in a role making a real difference

Permanent full-time opportunity

Based in Adelaide, SA

This is your opportunity to find a life-giving purpose

**As an organisation our purpose is simple**: to give life. It is at the centre of everything we do. As part of the Lifeblood team, you will have the opportunity to contribute to this life-giving purpose and grow your career. We are committed to ensuring you have the ability to innovate, learn new skills, and embrace new challenges - all while making a difference in the lives of countless others.

About the role

We are seeking an enthusiastic Service and Optimisation Manager to join the leadership team at the National Contact Centre and help us continue our delivery of the NCC ‘Good to Great’ vision. Reporting to the National Contact Centre Manager, your role is to develop and drive best practice initiatives which strengthen engagement, uplift service delivery through quality training, coaching, and continuous improvement initiatives which maximises performance and retention.

This role will provide leadership whilst planning and delivering strategies to support the NCC through continued growth and transformation. You’ll oversee the Quality function (through leadership of the quality manager), supporting training and talent development and coaching frameworks.

**Sounds interesting? Here’s what we’re looking for**:
Experience and understanding of continuous improvement processes and practices in a contact centre environment

Experience in training needs analysis and influencing and/or delivering learning solutions

Experience working with leaders to develop and implement a strategic planning and productivity solutions in line with strategy

Ability to manage and engage stakeholders to proactively predict and manage workforce planning

Demonstrated ability to develop innovative and sustainable quality and service excellence strategies

Proficiency in data analytics with the ability to investigate context and causative information and produce reports

Thrive in a diverse culture that cares for your wellbeing

Next steps

Our facilities are Covid-19 safe places

Click here to learn how we're protecting donors, volunteers, patients and our people.

We encourage all of our employees to be vaccinated against Covid-19 and a number of states have mandated that Lifeblood employees must be vaccinated to perform work for us. Please make sure that you are able to comply with these government requirements or have the appropriate medical exemption information available.



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