Contact Centre Manager

1 day ago

Melbourne, Victoria, Australia Telstra Health Full time

At Telstra Health we believe health technology has the potential to be the great enabler for transforming the way healthcare is delivered. With the backing of our parent company Telstra, we're all about combining technology and innovation to deliver significant, scalable solutions for improving patient and clinician experiences and health outcomes.

Join us in digitising healthcare

What's the opportunity?

The primary purpose of the Contact Centre Manager is to oversee the daily operations of the team, ensuring efficient data processing and high-quality customer interactions. This role includes managing staff, improving processes, and ensuring compliance with organisational and regulatory standards, while fostering a positive and collaborative work environment.

Please note, this is a fixed term 12 month contract.

About the role:

Team Leadership and Management
  • Lead, supervise, and support a team of contact and data processing staff.
  • Recruit, train, and onboard new employees to meet operational needs.
  • Conduct regular one-on-one meetings, performance evaluations, and team-building activities.
  • Foster a culture of accountability, collaboration, and professional development.
Operational Oversight
  • Oversee day-to-day contact center and data processing activities to meet service delivery standards.
  • Manage workflows, ensuring appropriate resource allocation to handle peak times and deadlines.
  • Develop and document standard operating procedures (SOPs) for contact handling and data processing.
  • Monitor and resolve escalations or critical issues efficiently and effectively.
Quality Assurance and Compliance
  • Ensure all operations adhere to internal policies and external regulatory requirements.
  • Conduct quality audits of customer interactions and data accuracy to maintain high standards.
  • Implement corrective and preventive actions for process improvement.
Data Analysis and Reporting
  • Analyse operational data to track performance and identify opportunities for optimisation.
  • Generate and present weekly, monthly, and quarterly reports to senior leadership.
  • Use insights to drive process improvements and achieve key performance indicators (KPIs).
Process Improvement and Strategy
  • Identify inefficiencies in contact handling and data processing and propose innovative solutions.
  • Implement tools, technologies, or workflows to enhance productivity and team efficiency.
  • Contribute to the centre's strategic goals by aligning operations with organizational priorities.

About you:

  • Previous Team leader, Contact Centre Management or similar experience is essential.
  • Minimum 5 years as a Contact Centre Manager.
  • Strong Excel, Word, and PowerPoint skills.

Why join Telstra Health:

  • We believe that flexibility is not a 'perk', it's how we have always worked We celebrate that flexibility looks different for each of us and support your work-life harmony.
  • Join us if you find change, a fast-paced environment and even some ambiguity thrilling Our entrepreneurial spirit and genuine desire to make a difference is one of a kind and the work we do is not only meaningful but also exciting and new
  • Holding on to good talent is important to us. We support our exceptional people forge career paths internally. Our People Leaders are committed to continuously enhancing their team members, celebrating successes and identifying growth opportunities.
  • If you want to join the incredible team that is helping to solve some of the biggest challenges faced by the health and aged care sector today, we are the right place for you

And it doesn't stop there…

  • Avenues for growth and stepping into other roles.
  • 30% discount on Telstra services including home broadband and post-paid mobiles.
  • Free 24/7 professional and confidential support for you and your family through EAP.
  • Employee rewards program that includes discounts on shopping, gym memberships, movie tickets, health insurance and more.
  • Multiple leave options including 16 weeks gender-equal paid parental, family and domestic violence leave, cultural, volunteer, study leave, as well as the option to purchase additional leave.

We are passionate about creating an environment that's inclusive and supportive. We encourage Aboriginal and Torres Strait Islander people, individuals from all backgrounds, including those caring for and living with disability to apply. Even if you don't check every box above, we encourage you to apply today or get in touch with us on .

Applications will be assessed and shortlisted as they are received so apply today

We are a Circle Back Initiative Employer. We commit to respond to every applicant, and you will hear back from us soon.

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