Contact Performance Specialist

Location: Melbourne | Eastern Metropolitan

Job type: Full time

Organisation: Ambulance Victoria

**Salary**: Salary not specified

Occupation: Other

Reference: AV/1741654

At Ambulance Victoria we are proud to share our commitment to save and improve lives by providing outstanding care for our patients. It is our promise to every patient, and it sits at the heart of everything we do. No matter what corporate or support role you play in delivering our critical services to Victorians, you join a team dedicated to bringing our vision of ‘Outstanding emergency health care every time' to life.

Our Operational Communications division is responsible for coordinating and optimising state-wide emergency and non-emergency ambulance response, as well as the provision of patient care through Australia's largest ambulance triage directorate.

This is a Full Time, 2 years fixed term appointment within the AV Operational Communications division, located at our Burwood East Business Centre.

**About the role**

Ambulance Victoria currently have a great opportunity for a Contact Performance Specialist to join the Operational Communications team within AV's Operational Communications directorate. Reporting to the Director Communications Centres, this position is primarily responsible for managing the support, development and improvement of operational communication systems that enable the call taking and dispatching environment to achieve required performance standards and to ensure that data generated from these systems is interfaced with Ambulance Victoria (AV) data repositories in accordance with data governance requirements. Your responsibilities will include, but are not limited to:

- Manage, develop, and maintain operational communication systems performance records, technology and processes used in the call taking and dispatch functions
- In conjunction with Triage Services, develop and maintain a Contact Centre Technology Future Plan to support the continual improvement of operational communication systems to drive AV objectives
- Ensure operational communication systems are maintained in accordance with required risk treatment plans and business continuity plan, and where functional performance deteriorates, ensure compliance with the escalation protocols within those plans.
- Ensure fault reports are received, reviewed, and actioned for all contracted service and all operational communication system faults are rectified within contracted timeframes.

**About you**

Suited to a highly motivated individual who is passionate about improvement, to be considered for this position, you will possess the following:

- Completion of a postgraduate degree or relevant industry certification (or progress toward) with high level relevant experience, or an equivalent combination of training and sound experience. (Is this essential or desirable and in qual in anything specific?)
- Experience in implementing contact centre performance improvements and cultural change.
- Experience in the delivery and support of vendor contracted technical products and services.
- Experience with risk management and business continuity planning in an operational communication environment.
- Experience in managing data governance and ensuring data governance compliance.
- Interpersonal and influencing skills to gain the acceptance and support of ideas, cooperation of others, and the ability to modify styles and techniques to accommodate tasks, situations, and individuals.
- Well-developed conceptual, analytical, and problem-solving skills to enable the identification of issues, and the judgement and decision-making ability to determine appropriate courses of action and formulation of strategies for achieving long-range organisational goals.
- Planning and organising skills to effectively establish the priority and scheduling of work tasks for self and others to ensure work priorities are completed on time and within budget, and to effectively operate in a high workload environment.
- Well-developed negotiating and leadership skills to foster continual improvement and cultural change to enable effective implementation of plans across the organisation.
- Required to possess a current Victorian Driver Licence

**Working at AV**

As a valued member of AV you will enjoy a professional working environment that recognises the importance of work/life balance. We offer salary packaging options, generous personal leave entitlements, accrued days off for full time roles, and other benefits including free on-site parking.

We believe our people are our greatest resource and the sustainability of our workforce depends on how well we utilise our people's skills and abilities and whether our staffing reflects the diversity of the Victorian community. If you're ready to play an integral role and deliver results that help make a real difference, we want to hear from you

Successful applicants will need to have received the mandated COVID-19 vaccinations and