Telstra Health is revolutionizing the way healthcare is delivered, leveraging technology and innovation to improve patient and clinician experiences. We combine our expertise with Telstra's backing to drive significant and scalable solutions.
We're seeking a Contact Centre Manager to oversee daily operations, ensuring efficient data processing and high-quality customer interactions. This role involves managing staff, improving processes, and maintaining compliance while fostering a positive work environment.
Key Responsibilities:
* Lead and supervise a team of contact and data processing staff, recruiting, training, and onboarding new employees as needed.
* Conduct regular one-on-one meetings, performance evaluations, and team-building activities to foster accountability, collaboration, and professional development.
Operational Oversight:
* Oversee day-to-day contact center and data processing activities to meet service delivery standards, managing workflows to ensure appropriate resource allocation during peak times and deadlines.
* Develop and document standard operating procedures for contact handling and data processing, monitoring and resolving escalations or critical issues efficiently.
Quality Assurance and Compliance:
* Ensure all operations adhere to internal policies and external regulatory requirements, conducting quality audits of customer interactions and data accuracy to maintain high standards.
* Implement corrective and preventive actions to enhance process efficiency and effectiveness.
Data Analysis and Reporting:
* Analyse operational data to track performance and identify opportunities for improvement, generating 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, proposing innovative solutions to enhance productivity and team efficiency.
* Implement tools, technologies, or workflows to support strategic goals and organizational priorities.
We're looking for an experienced Team Leader or Contact Centre Manager with a minimum of 5 years' experience in a similar role. Strong Excel, Word, and PowerPoint skills are essential.
About us:
* We value flexibility and work-life harmony, celebrating individuality and supporting your career growth.
* We're passionate about creating an inclusive environment that welcomes diversity and promotes employee well-being.
* Avenues for growth and career progression, with opportunities to step into other roles within the organization.
* Competitive benefits package, including discounts on Telstra services, EAP, and employee rewards program.
* Support for Aboriginal and Torres Strait Islander people, individuals from all backgrounds, and those caring for and living with disability.