Contact Centre Manager

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

Benefits offered by this job

Health insurance

Gym membership

Tech equipment

Professional development

Flexible arrangements

Job summary

PRP Diagnostic Imaging in Blacktown is seeking a dynamic Call Centre Team Leader for a 12-month fixed-term, full-time position based at the Blacktown Contact Centre. You will lead a team, drive performance, and shape culture during a digital transformation to deliver outstanding patient and referrer service.

You must be a strong people leader with experience managing high-volume calls in a contact centre, develop your team, and collaborate with senior managers to achieve KPIs and service levels.

Qualifications

• Experience leading teams in a contact/call centre
• Proven ability to drive performance and meet service levels
• Strong stakeholder relationship skills

Responsibilities

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

Skills

People leadership

Call centre management

KPIs & reporting

Stakeholder management

Job description

• 12-month Fixed Term Full-Time Position |Growing Healthcare Organisation
• Blacktown Location | Leadership Opportunity
• Commitment to Your Ongoing Development

About Us

At PRP Diagnostic Imaging, we take pride in staying at the leading edge of technology and innovation, delivering precise diagnostic imaging and expert reporting and outstanding patient care. Guided by our HEART Values — Humanity, Excellence, Accountability, Respect and Trust — we are committed to providing outstanding care and service at every stage of the patient journey.

With a network of more than 40 practices across Sydney, the Illawarra, the Central Coast, Newcastle and the Hunter, and the Central West of New South Wales, PRP Diagnostic Imaging provides a comprehensive range of diagnostic imaging services, ensuring our patients have access to advanced care close to home. As we continue to grow through new practices, expanded services and investment in leading technology, there has never been a more exciting time to join our team.

We utilise the most advanced technology and employ a team of world-class imaging physicians, specialists, technicians and support staff in a safe and caring environment. We encourage collaboration, a strong work ethic and provide a supportive learning environment. We have an outstanding track record in the professional development of our team.

About the Position

This 12-month fixed-term position is based at our Blacktown Contact Centre, where you'll lead a team managing inbound patient and referrer interactions. It is a unique opportunity to shape team culture and drive performance while we undertake a digital transformation in how we deliver exceptional customer service.

What you will do

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

About You

You must be a strong people leader, with recent experience of managing teams within a Contact/Call Centre environment, ideally managing high volume calls. You must be able to demonstrate your capability in fostering a positive work culture through developing the skillset of your team to provide an outstanding customer centric experience, whilst achieving key performance metrics.

With significant investment planned for enhancing customer experience, you must have the ability to champion and drive change. You will be a resilient individual and possess the ability to develop relationships with a wide variety of stakeholders. You will be motivated by creating a positive environment and driving your team to exceed expectations.

What We Offer

• Attractive remuneration and benefits (discounted health insurance and gym membership)
• Investment in state-of-the-art equipment
• Friendly, diverse and professional team
• Commitment to professional development and education
• Flexible and supportive working arrangements

You must have full work rights for Australia to be considered for this position.

PRP is committed to equity diversity and inclusion. Applications from people of culturally and linguistically diverse backgrounds, those living with disabilities, members of the LGBTIQA+ community; and people of Aboriginal and Torres Strait Islander descent, are encouraged.