Contact Centre Leader: Transform Patient Experience

PRP Diagnostic Imaging; Sydney; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Discounted health insurance

Gym membership

State-of-the-art equipment

Professional development

Flexible working arrangements

Job summary

PRP Diagnostic Imaging is seeking a Customer Centre Manager for a 12-month fixed-term, full-time position at our Blacktown Contact Centre. You will lead a team handling inbound patient and referrer interactions, shaping culture and performance while we digitally transform how we deliver exceptional customer service.

You will foster a high-performance, customer-centric environment, manage KPIs, and collaborate with senior staff to deliver outstanding care.

Qualifications

• Must have proven experience leading teams in a contact centre or similar environment.
• Demonstrated ability to drive performance against KPIs and service levels.
• Ability to champion change and develop staff in a high-volume setting.

Responsibilities

• Lead, motivate and develop your team to meet service levels with training and support provided.
• Act as escalation point for complex or sensitive enquiries.
• Monitor and report on team KPIs and use insights to drive improvement.
• Collaborate with Team Seniors, the Contact Centre Manager and Office Managers to deliver outstanding service to patients and referrers.
• Contribute to strategic initiatives to enhance the inbound caller experience.

Skills

People leadership

Contact centre experience

Performance metrics

Stakeholder relationship building

Job description

PRP Diagnostic Imaging is seeking a Customer Centre Manager for a 12-month fixed-term, full-time position at our Blacktown Contact Centre. You will lead a team handling inbound patient and referrer interactions, shaping culture and performance while we digitally transform how we deliver exceptional customer service.

You will foster a high-performance, customer-centric environment, manage KPIs, and collaborate with senior staff to deliver outstanding care.