Clinic Manager overseeing daily operations and patient care at Medcor's occupational health clinic. Collaborating with key stakeholders to ensure effective clinic workflows and logistics.
About the role
- Lead, mentor and motivate a team of customer service representatives to achieve performance targets and deliver exceptional customer experiences.
- Provide ongoing coaching and feedback to enhance team members' skills and performance.
- Foster a positive and inclusive work environment that encourages collaboration, innovation, and continuous learning.
- Act as the point of escalation for Team Leaders in resolving customer complaints in a timely, professional manner.
- Oversee all aspects of contact centre operations, including inbound and outbound calls, email correspondence, and live chat support.
- Develop and implement strategies to optimise workforce management, ensuring adequate staffing levels to meet service level agreements (SLAs) and customer demand.
- Monitor key performance indicators (KPIs) and metrics to track performance, identify trends, and implement corrective actions as needed.
- Streamline processes and procedures to enhance efficiency and productivity within the contact centre.
- Contribute to cross-functional processes and procedures to support the contact centre in providing first contact resolution for customer enquiries.
- Establish the quality assurance scorecard and monitor service quality through call monitoring, customer feedback analysis, and performance evaluations.
- Conduct regular audits and assessments to ensure compliance with organisational policies, procedures, and regulatory requirements.
- Implement quality improvement initiatives to enhance service delivery and customer satisfaction.
- Oversee the implementation and maintenance of contact centre technologies and systems whilst leveraging advancements in technology such as AI integration.
- Collaborate with IT and other departments to troubleshoot technical issues and optimise system functionality to support business objectives.
- Generate and analyse reports on contact centre performance, including call volume, response times, customer satisfaction scores, and agent productivity.
- Utilise data-driven insights to identify opportunities for process improvements, resource allocation, and service enhancements.
- Present findings and recommendations to the Head of Customer Operations to inform strategic decision-making.
Requirements
- 3+ years of proven experience in leading contact centre operations, including direct leadership of Team Leaders and frontline teams.
- Track record of driving team leaders and team performance through coaching, feedback, and clear goal-setting to achieve operational and customer outcomes.
- Strong expertise in optimising contact centre systems, technologies, and software applications, including workforce management, IVR systems such as Zoom, Aircall, Salesforce or other quality assurance processes.
- Experienced in implementing and maintaining contact centre technologies, leveraging AI-driven solutions and automation to enhance efficiency, customer experience, and scalability.
- Experienced in managing escalations, applying sound judgement to balance customer needs and organisational priorities.
- Strong understanding of operational process improvement and customer service best practices.
- Exceptional communication skills, both verbal and written, with the ability to interact effectively with internal and external stakeholders.
- Analytical mindset with proficiency in data analysis and reporting tools.
- Demonstrated ability to drive process improvements and implement change initiatives.
- Familiarity with aged care funding models, compliance obligations, and the Aged Care Quality Standards (highly regarded).
- Proven ability to balance strategic priorities with hands-on operational support.
Benefits
- Power your career ⚡️
- Access parental leave 👶
- Work with flexibility 🏠
- Flexi Leave Days 🌴
- Take a floating public holiday 🫶🏾
- Be rewarded 🏆
- Celebrate wins
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
Clinic Manager overseeing operations in a worksite health & wellness clinic for Medcor. Responsible for patient care and collaborative health service functions in a team environment.
CA
Children's Healthcare of AtlantaManager, Laboratory Services
Manager overseeing operational aspects of laboratory services at Children’s Healthcare of Atlanta. Ensuring quality service, promoting lean work culture, and collaborating with leadership team.
EC
Eating Recovery CenterNutrition Manager
Nutrition Manager overseeing dietary services and meal planning for ERC Pathlight locations. Leading a team of dietitians in a supportive healthcare environment treating eating disorders.
C(
Communication Technology Services (CTS)DAS Field Manager
DAS Field Manager overseeing installation projects for Distributed Antenna Systems. Ensuring quality, safety, and project management in customer locations across Phoenix and surrounding areas.
H5
Hôtel de Paris Saint-Tropez 5*Spa Manager
Spa Manager responsible for managing a luxury hotel's SPA operations in Saint - Tropez. Tasks include budget management, team oversight, and client services.
SS
SmartStop Self StorageAssistant Store Manager
Assistant Store Manager handling leasing and operations at SmartStop Self Storage in Woodlands, TX. Ensuring customer satisfaction and managing on - site projects during business hours.
CE
Care New EnglandRegistered Nurse, Care Manager
RN Care Manager performing utilization management and discharge planning for acute care patients at Kent Hospital. Collaborating with healthcare teams to facilitate timely patient transitions and discharges.
CE
Care New EnglandRN Case Manager – Per Diem
RN Care Manager utilizing nursing skills for patient care coordination. Interacting with healthcare teams to ensure quality care and patient outcomes at Women & Infants Hospital.
EC
Elara CapitalRN Clinical Team Manager – Hospice
Clinical Team Manager overseeing patient care services in home health at Elara Caring. Ensuring quality patient care and team development while collaborating with healthcare professionals.