Contact Centre Support Coordinator About us Health Partners is South Australia's largest open health insurer providing cover to over 90,000 people. Being not-for-profit means that we put our members first and always do the right thing for them when it comes to their health protection and care.
We are now seeking a Contact Centre Support Coordinator to join the Health Partners Team.
About the role With a key focus on Workforce Planning and scheduling for our small multi channelled contact centre, the Contact Centre Support Coordinator will be at the heart of operations, ensuring that we have the right people in the right place at the right time. Your experience will be crucial in building foundational business capability in this area, including reporting and supporting our team to meet our service targets, as well as customer and staff satisfaction goals through a highly productive approach to scheduling and resource allocation.
Key responsibilities: Monitoring and analysing historical data and key metrics to forecast staffing requirements and optimise resource utilisation. Scheduling and rostering coordination for contact centre agents, including management of time-off requests, changes and adjustments in line with organisation policies and procedures. Communication of schedule changes or adjustments with the relevant stakeholders. Working with leaders to align workforce planning to operational objectives. Supporting onboarding and ongoing training needs with the contact centre. Responding to workforce planning related issues and enquiries. Analysing and reporting on performance metrics, including educated recommendations. Collaborating with stakeholders to identify and implement process improvement initiatives to enhance efficiency. About you To be successful in this role, you will have: Proven experience in workforce planning, scheduling, or operations in a contact centre or similar environment. Excellent interpersonal and communication skills, and the ability to interact with a diverse range of stakeholders. Experience and proficiency in workforce management software and tools, such as Workforce Management systems. Strong organisational and time management skills, with the ability to manage multiple priorities and deadlines effectively. The ability to work independently or in a team. What's on offer? A generous allowance on your private health insurance premium. Access to internal and external learning. Volunteer days to work with our partner charities. Access to our Employee Assistance Program for you and your family. Access to discounted gym memberships and wellbeing programs. You must be an Australian citizen or permanent resident at the time of submitting your application, be able to provide two recent referees and hold a current satisfactory National Police Clearance (within 12 months) or be willing to obtain prior to commencement.
Working with Health Partners means that you will be working with a diverse range of people who are committed to doing things The Right Way.
Applications will be screened as they are received. Health Partners appreciates the time and effort it takes to prepare and submit your application with us which is why we are a Circle Back Initiative employer and are committed to reviewing and responding to every candidate.
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