Be an integral part of ensuring the healthdirect services function efficiently on a day-to-day basis.
19th November, 2024 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, apps 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.
About the opportunity Reporting to the Service Manager, Health Information and Advice Service (HIAS) and working closely alongside associated HIAS service teams, this role will be an integral part of ensuring the services function efficiently on a day-to-day basis.
The 'Services' involved in this role are the Healthdirect helpline and After Hours GP.
Key responsibilities of this role include: Supporting the service management of the healthdirect services, and service teams, in managing operational requirements and reporting.
Providing high quality analysis of Contact Centre performance to achieve defined business objectives and contribute to portfolio delivery and ensure consistent and timely information for stakeholders Working with service providers to maintain contract adherence across key SLA's Refining and triaging operational issues experienced by the service provider(s) and managing through to resolution where appropriate.
Supporting continuous improvement to the services with oversight of the quality program across the service Provision of operational reporting and analytics on operational efficiency and service standards using QLIK Working with the service managers and service optimisation manager to identify service opportunities, contribute to the development of the scope and nature of the opportunity, support solution design and help coordinate delivery of approved projects.
The Service Coordinator will be available for on call roster overnight and on weekends.
What we're looking for 2 years' experience as an operations lead in a contact centre environment Experience with contact centre technologies including telephony and CRM Proven ability to undertake high quality analysis of service and performance data to derive performance insights and improvement opportunities Strong project management and co-ordination skills Experience in product management of health technology assets Why work with us We believe our strength comes from our talented and dedicated staff.
We are committed to working together to create a culture where you can bring your whole self to work.
Our benefits include: Flexible work arrangements (2 days per week in office, pro-rated for part time employees).
14 weeks company Paid Parental Leave for both parents.
Multi-dimensional wellbeing program that is run by our people for our people.
Individual curated learner journeys to support you to 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.
Click Apply to submit your application for this role.
Please be aware that you must have the right to live and work in Australia to apply for this job.
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