National Contact Center Manager

Oversee a dedicated and experienced team work to support access for clients
- Office-based role from our newly renovated office in Richmond, Melbourne

**About us**:
We are an independent, non-profit organisation dedicated to ensuring sexual and reproductive health services are equally accessible to all people living in Australia. MSI Australia is the only nationally accredited provider of abortion, contraception and vasectomy services, and the country's longest-running provider of tele-abortion. We have a client-centred approach empowering our purpose of your choice, made easier.

MSI Australia operates a network of 10 clinics, a national telemedicine service providing comprehensive termination of pregnancy, vasectomy services from 25 locations and national family planning support. Our clinics and telemedicine services provide support for over 25,000 clients per year.

Our holistic, client-centred approach empowers individuals to control their reproductive health safely, and with dignity, regardless of their circumstances. Through active partnerships with healthcare providers, researchers and communities, our models of care ensure the total well-being of our clients is supported at every stage.

**Location**: National Contact Centre, Richmond (Full-time office-based role)

**Reports to**: Executive Director - Finance & Business Services

**Direct Reports**: Contact Centre Supervisor, Senior Contact Centre Agents, Contact Centre Agents

**Your role**:We are currently seeking an experienced and passionate Contact Centre Manager to lead, drive and take full ownership of our caring and compassionate team of contact Centre Agents and to work with key partners within the organisation to provide excellent service to our clinics and support our clinics.

MSI Australia's Contact Centre is our central and highest touch point from an overall client experience perspective, to which our organisation heavily relies on its overall success and efficiency.

The role will take full responsibility for the business unit including the existing team, which forms a great platform to build, and lead, delivering exemplary service that exceeds client expectations, enhances brand reputation and maximises sustainable financial results in both the short and longer term.

Your responsibilities:

- Coaching & developing team to achieve expectations and performance goals (feedback, training and development, performance reviews etc.);
- Identifying and optimise continuous improvement opportunities across the business and reducing operating costs;
- Identifying and developing key initiatives (projects) to further enhance the team's function;
- Regular Reporting and enabling data-driven decisions;
- Managing and maintaining high service standards (queues, call times, client service expectations etc.);
- Resolution management (taking ownership of escalated enquiries/complaints);
- Continuously driving engagement and values-based culture across the Contact Centre and all areas of the organisation;
- Workforce planning (including rostering, recruitment, time and attendance); and
- Building and maintaining internal and external relationships, continuing to cement our reputation and market presence
- Reporting call data and client trends to our Executive Team,
- Partnering with our Clinic Nurse Unit Managers to support our medical lists and client needs,
- Contribute to ad-hoc strategic projects taking place within the organisation.

**Your experience**:

- Ability to lead and manage diverse teams in a fast-paced, high pressure, client-focused environment,
- Leadership experience with a transparent style that instils confidence and builds capability;
- Solutions-focused and ability to identify opportunities to drive and deliver outstanding service,
- Ability to manage performance and have courageous conversations;
- Financial management, reporting and analytical skills with experience managing a P&L and budget for a business unit (desired, but not essential)
- Be well structured with strong communication skills and the ability to work autonomously;
- Be uncompromising on the level of quality when it comes to delivery and execution;
**Your profile**:

- Pro-choice and champion of women's and pregnant people's rights
- Passionate about de-stigmatising abortion, sexual and reproductive health
- Confidence using MS Office and database management systems
- Demonstrated ability to work with a broad range of people, at multiple levels of the organisation and exceptional stakeholder management.

**Our benefits**:

- Competitive salary package,
- Not for profit salary packaging: a portion of salary can be used to pay for expenses before income tax,
- Dynamic Learning Management Platform with 1000s of courses plus opportunity to access professional development / study leave allowance,
- Family friendly and flexible working arrangements,
- Up to 12 weeks company paid parental leave,
- Employee Assistance Program,
- Discounted clinical services for you a