Hybrid working between home and our Haymarket office, near Central station
- Join an organisation dedicated to helping Australians improve their health
- Permanent fulltime position
**About us**
Healthdirect Australia is a government-owned, not-for-profit organisation who works with purpose and dedication to help Australians actively manage and improve their health.
Our virtual services are easily accessible via multiple channels, including helplines, video call solutions and websites and cater for Australians at all stages of life, ranging from practical and emotional support during pregnancy through to advice about aged care and helping Australians through the COVID-19 pandemic. No matter where people live, or what time of the day or night it is, they can use our services to talk to a health professional, find trusted information and advice online and locate their closest health service.
**About the opportunity**
The Learning Manager is responsible for delivering learning resources to support the operational effectiveness and capability of call centre agents working for our service providers.
The role would suit someone with experience working within a highly matrixed stakeholder environment that include multi-vendor, government and internal and external teams, with experience in contact centre environments with services built on cloud-based contact centre platforms. Due to the highly confidential and sensitive information we manage, this role requires a high level of maturity and professionalism.
Key responsibilities of this role include:
- Develop and deliver a learning roadmap that defines the strategy and priorities for training across service providers working on our services
- Develop and deliver quality training programs and resources that build the competency of call agents across systems, process and customer service via a train the trainer model
- Ongoing assessment of training needs to inform learning priorities for our service providers
- Support the delivery of greater effectiveness, consistency and focus across the service
- Work innovatively to commission or develop quality training and tools to improve and enhance the learning and development experience. This may include sourcing and utilising specialist third party providers as required, and collaborating with Healthdirect L&D team
- Work in conjunction with other members of the service team to evaluate operational needs and identify additional learning needed to lift service provider capability, evaluate consumer and agent feedback to identify opportunities for agent improvement and ensure that the agent impact of service changes are assessed and addressed.
**What we're looking for**
- Experience in organisational capability within contact centre environments
- Experience in a health setting is desirable
- 5+ years in an L&D role that includes stakeholder needs analysis, and developing and delivering training outcomes to a wide variety of clients, including technical training
- Ability to work with highly complex information across multiple communication channels and data sources and undertake appropriate analysis
- Experience in creating a wide variety of training assets including Train the Trainer guides, training packs, Work Instructions, eLearning modules and videos.
- Demonstrated ability to deliver engaging virtual training sessions
- Ability to present and decipher technical information clearly and concisely
- Exceptional engagement, collaboration and communication acumen, with the ability to influence across multiple stakeholder groups
- Strong project management and governance skills, with experience working in fast paced and dynamic workplace with critical deadlines
**Why work with us**
We believe our strength comes from our talented and dedicated staff. We work hard to deliver an environment where you can enjoy your role and are rewarded for it, from offering competitive remuneration packages through to providing the opportunity to make a daily difference in the lives of others. Some of our other benefits include flexible work arrangements (2 days per week in office requirement for full time employees and pro-rated for part time employees) to help you balance work and life; 14 weeks company Paid Parental Leave for all parents and other parental leave entitlements to support families; and access to formal development opportunities and workplace learning that can expand your capabilities and unlock your talent.
To find out more about Healthdirect, and our vision for a healthier Australia, please visit our website - about.healthdirect.gov.au
As an Equal Opportunity Employer, we respect and seek to empower each individual and support the diverse cultures, perspectives, skills, and experiences within our workforce.