Support Centre Manager

2 weeks ago

Melbourne, Victoria, Australia Australian Healthcare Associates Full time $150,000 per year
About usOn offer:
  • Very attractive salary – $150,000 p.a. + super
  • Full-time role
  • Involvement in the recruitment and onboarding of support centre staff
  • Great culture and benefits
Key responsibilities:
  • Develop a framework for support centre operations
  • Develop and implement processes and procedures to support framework and delivery of service
  • Identify operational risks to service and develop mitigation processes
  • Review and implement support centre tools and systems for operation
  • Assist in the recruitment and onboarding of a diverse support centre team
  • Coach, mentor and support the team to deliver exceptional service
  • Workforce planning including rostering, managing the performance and ongoing training requirements of the team
  • Develop a methodology for screening, escalation, and management of complaints
  • Liaise with the Clinical Lead to set and review support centre performance and KPIs to meet operational contractual obligations
  • Create and maintain a collaborative environment to share learnings to ensure continuous improvement
Required:
  • Previous experience setting up and managing a call/support centre environment
  • Experience managing a team of support centre or customer service representatives
  • Excellent communication and interpersonal skills and a customer centric approach
  • Strong leadership and proven experience coaching and developing team members
  • Ability to work in a fast-paced environment and handle multiple tasks simultaneously
  • Knowledge of call centre technology and software
  • Ability to analyse data and make data-driven decisions
  • Excellent problem-solving and decision-making skills
  • A proactive, hands-on approach with a focus on finding solutions
To Apply
  • Your CV - specifying relevant skills, experience and qualifications (2 pages max), and
  • 300-word blurb – about yourself and why you'd like to take on this role and work with us

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