Contact Centre Manager - Healthcare Growth & Excellence
PRP Diagnostic Imaging
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Benefits offered by this job
Job summary
PRP Diagnostic Imaging is seeking a proactive Contact Centre Manager to lead the Blacktown team for inbound patient and referrer interactions. This 12-month fixed-term role focuses on shaping culture, driving performance and delivering exceptional patient service in a busy imaging network.
You will oversee KPI monitoring, coaching, and escalation handling, collaborating with senior leaders to support growth, transformation, and high-quality customer experience across multiple sites in Sydney's
Qualifications
- Experience leading contact centre teams and driving service levels.
- Proven ability to coach and develop staff for better outcomes.
- Strong focus on patient and referrer experiences and KPI delivery.
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, 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
Skills
Tools
Job description
PRP Diagnostic Imaging is seeking a proactive Contact Centre Manager to lead the Blacktown team for inbound patient and referrer interactions. This 12-month fixed-term role focuses on shaping culture, driving performance and delivering exceptional patient service in a busy imaging network.
You will oversee KPI monitoring, coaching, and escalation handling, collaborating with senior leaders to support growth, transformation, and high-quality customer experience across multiple sites in Sydney's
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