Senior Contact Centre Leader – Strategy & Ops

MoleMap Australia and New Zealand

Albert-Eden

Hybrid

NZD 150,000 - 210,000

Full time

7 days ago

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Job summary

MoleMap Australia and New Zealand is seeking a senior Contact Centre Manager to oversee the ANZ contact centre, driving performance, accountability and an excellent patient experience. You will set the direction for the function and partner with Marketing, IT and clinical teams to optimise systems and processes across bookings, recalls and retention.

The role requires strong leadership, workforce management and a data-driven approach to improve efficiency, reduce costs and grow the business

Qualifications

Bachelor's degree in Business Administration or related field.
Proven experience leading an in-house contact centre of 10+ staff and a Team Leader.
Strong track record of improving operational processes via data-driven decisions and automation.
Advanced workforce management, including demand forecasting and rostering.

Responsibilities

Set the strategic direction for the contact centre and align with ANZ marketing and operations.
Lead workforce planning, forecasting, rostering and recruitment to meet targets.
Drive process optimisation to reduce waste and increase efficiency across inbound/outbound activities.
Partner with IT, operations and marketing to optimise systems and customer journeys.
Build a culture of accountability, wellbeing and high performance within the team.