Permanent full-time role with a leading medical imaging practice Realise your potential to manage the Jones Radiology telephony platform Maximise your telephony expertise to drive productivity, produce reports and analyse data for trends Receive competitive remuneration and a range of employee benefits including additional paid parental leave, discounted health insurance and more About Us Jones Radiology is a doctor-owned and operated practice offering the highest quality diagnostic and interventional radiology services throughout South Australia and Alice Springs.
Our highly motivated personnel are patient-focused, and we pride ourselves on our values-driven service.
At Jones Radiology, we invest in our people, and our commitment to care for others extends to our highly supported clinical teams.
About the Role The Contact Centre is an essential component of the Jones Radiology team, responsible for providing high-quality booking and referral services to the South Australian community.
The Real Time Administrator is responsible for management of the telephony platform within the contact centre, and real time management of queue resources across several locations ensuring priority settings and response times to achieve daily service level targets.
The role will see you monitoring agent activities and ensuring adherence to schedules on a day-to-day basis.
The Real Time Analyst is passionate about quality and accuracy, as well as continuous improvement.
This is an exciting opportunity for a passionate individual to play a fundamental role in upholding Jones Radiology's brand promise of delivering an outstanding patient and referrer experience.
Your key responsibilities: Ensure rosters are accurately covering contact centre span of hours in line with business and staff requests that effectively manage queue volumes and meet SLAs.
Proactively monitor all queues, ensuring actions are taken to achieve target metrics (SLAs) are met ongoing and in response to volumes spikes.
Produce accurate reporting data that highlights results across key business drivers, including identifying trends to leadership.
Maintain real time activities by the agents to ensure a clear view of available agents.
Drive team productivity through maintaining team schedule adherence, identifying and proactively taking action with agents when schedules are not adhered to.
Analysis of data and reporting with recommendations that identify business opportunities and continuous improvement.
Maintain a high level of professional communication with contact centre leadership team and office managers.
Accuracy and adherence in all work completed.
To be successful in this role you will have: 2 years+ experience in contact centre and a workforce planning environment.
Excellent attention to detail, quality, accuracy and communication skills.
Experience in Genesys (our telephony system) is highly regarded.
Experience in Workforce Planning fundamentals.
Demonstrated understanding of multi/omni channel Contact Centre environments.
Strong customer service orientation and relationships management ability.
Demonstrated focus on continue performance improvement.
Lead and drive Jones Radiology patient care and customer service standards.
Build and drive a team environment that promotes high morale.
Intermediate to Advanced MS Excel usage.
Working for Jones Radiology offers you: A competitive remuneration package with hybrid and flexible work options.
Jones Radiology acknowledges the importance of supportive parental leave options, with generous paid leave provisions and access to phased return to work.
The opportunity to join diverse and high-performing teams who specialise in what they do, and how they do it.
A culture of ongoing learning, opportunities for career advancement, continued growth and development.
A wellness program that includes access to fitness facilities, well-being tools and confidential counselling services.
Bright and contemporary work environments with individualised team cultures and social events to encourage connection and collaboration.
Practice-wide events including an Annual Dinner, Family Picnic, Staff Conference and holiday celebrations.
Next Steps If you are seeking your next career challenge and would like to maximise your telephony experience, we encourage you to apply.
Simply complete the application process by clicking the Apply button, answer the Shortlist Questions and we will be in touch with you shortly.
Respectfully, no recruitment agencies.
