Job Description:
We are seeking a highly skilled professional to lead the establishment of a support centre. The successful candidate will be responsible for setting up and managing the centre, developing processes and procedures, and coaching staff to deliver exceptional service.
About the Role:
* Develop a framework for support centre operations
* 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 recruitment and onboarding of support centre staff
* Couch, mentor and support team to deliver exceptional service
* Workforce planning including rostering, managing performance and ongoing training requirements of team
* Develop methodology for screening, escalation and management of complaints
* Liaise with Clinical Lead to set and review support centre performance and KPIs to meet operational contractual obligations
* Create and maintain collaborative environment to share learnings to ensure continuous improvement
Requirements:
* Previous experience setting up and managing call/support centre environment
* Experience managing 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
* Able to work in fast-paced environment and handle multiple tasks simultaneously
* Knowledge of call centre technology and software
* Able to analyse data and make data-driven decisions
* Excellent problem-solving and decision-making skills
* A proactive, hands-on approach with focus on finding solutions
Benefits:
* Involvement in 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 recruitment and onboarding of support centre staff
* Couch, mentor and support team to deliver exceptional service
* Workforce planning including rostering, managing performance and ongoing training requirements of team
* Develop methodology for screening, escalation and management of complaints
* Liaise with Clinical Lead to set and review support centre performance and KPIs to meet operational contractual obligations
* Create and maintain collaborative environment to share learnings to ensure continuous improvement