Senior Contact Centre Manager

About us

Healius Limited is one of Australia's leading healthcare companies, Healius is synonymous with quality, affordable and accessible healthcare for all Australians. It has an expansive network of pathology laboratories, collection centres and diagnostic imaging centres. Through this footprint and its 10,500+ people, Healius provides specialty diagnostic services to consumers and their referring practitioners. Healius provides quality healthcare services that are easily accessible and cost efficient, while supporting the coordination and continuity of quality patient care.

About the Role

As we optimise to a future-ready way of working, there's an exciting shift happening at Healius. We are transforming into a stronger, more agile organisation.

As the Senior Contact Centre Manager, you will be instrumental in this transformation, leading two of our Contact Centres and implementing better ways of working and ensuring the smooth running of our Customer Experience Centre.

Reporting to the Head of Customer Experience and based at our Laverty headquarters in Macquarie Park, you will be using your leadership skills to mentor and manage a team of up to 7 People Leaders and 100 indirect reports, fostering an efficient, collaborative, and motivated team environment. Your Contact Centre teams will be based in NSW and VIC, and you will inspire a diverse workforce to deliver improved customer experiences.

Your role will also involve leadership of two contact centres, coordinating the day-to-day operations, working towards the wider business strategy and goals, initiating process improvements & managing innovation projects, working closely with other stakeholders in the business including; Customer Experience Centre Management, Laboratory Staff, Pathology Collectors, Data/Administration Teams, People & Culture, and Compliance.

Your key responsibilities will include:

• Mentoring, leading and coaching the Contact Centre teams to work towards shared organisational goals and strategy
• Build and maintain a high-performance culture across the Customer Experience Centre
• Collaborate with stakeholders to drive improved results for our people, customers, and business
• Actively identify and deliver innovation and change, while nurturing a culture of continual improvement
• Management of projects which improve efficiency, quality and customer experience
• Manage compliance to policies and processes

About You

You will be a seasoned Contact Centre Manager, who loves leading leaders and building a highly engaged team of Customer Experience professionals. You are looking for exposure to wider business operations, and a passion for leading people to success.

On top of this you are excited by change, challenging the status quo and with a track record of creating better ways of working.

The key skills & experience we are looking for:

• Demonstrated leadership skills and team management experience in Contact Centre environments
• 5 to 7 years of experience managing the day-to-day operations of a Contact Centre or Administration Team
• Highly developed communication skills, to engage and motivate a large team in multiple locations
• Experience managing projects which drive improved ways of working
• Experience leading change programs which bring team members on the journey
• Working knowledge of Employment Relations and the ability to apply Award conditions

Benefits and Wellbeing

As part of working for Healius, you will have access to a range of benefits including:

• A marketplace of exclusive discounts and vouchers from leading Australian and online retailers.
• Corporate health insurance discounts, banking benefits and novated leasing consultations.
• An e-learning platform with access to a library of courses and learning paths.
• An Employee Assistance Program dedicated to employee health and wellbeing provided by professional coaches.
• Fitness Passport - access fitness centres across Australia at a subsidised rate
• Career growth opportunities across the Healius network
• Being a part of a large ASX-listed organization focused on delivering positive outcomes to all Australians

Our commitment to diversity and inclusion

We are proud to be an equal opportunity employer committed to creating an inclusive workplace. We seek to recruit from diverse applicants and create teams with skills, perspectives and experiences that complement each other at work. We welcome suitably qualified applicants regardless of age, ethnicity, socio-cultural background, disability, sexual orientation or gender identity.

How To Apply

Please click the ‘Apply Now' button to complete the pre-screening questions and submit your application.

If you would like further details please email [email protected].

See more of our jobs at www.healiuscareers.com and follow us on LinkedIn.

We are a 2024 Circle Back Initiative Employer - we commit to respond to every applicant.