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Operational Readiness Manager

Department of Health - Melbourne, VIC

Customer Service & Call Centre
Source: uWorkin


Full Job Description
Application Closes: 16 June 2021
Role: Operational Readiness Manager (31 December 2021)
Number of vacancies available: 1
Office Location(s): 50 Lonsdale Street/Work from home

Position Summary:
The Operational Readiness Manager is responsible for solutioning all new contact Centre activity from department stakeholder groups such as Vaccinations, CCOM and Covid safe Directions. You will deliver meaningful insights to the COVID 19 Public Health department contact centre operations team and provide expert operational readiness support and manage critical interfaces with key stakeholders. As a new role in the department, you will define and communicate operational readiness capability requirements to the business stakeholders for campaign scope definition and design.

  • Lead the scoping for any new campaign/activity for the COVID-19 Public Health Contact Centre Operations team
  • Work with contact centre operations stakeholders to implement new activity into the centres ensuring robust design, training and knowledge, reporting and performance success measures
  • The ability to apply technical solutions to reduce the impact of high contact volume into the centres through automation, self service or digital technologies
  • Apply structured methodologies and frameworks to develop a customised and scaled approach for managing the impact of COVID
  • Be a key stakeholder for the optimization of Genesys within a citizen response context, ensuring the setup is automated, intuitive and easily scalable
  • Identifying and analysing customer, portfolio and industry trends to enable data driven decisions that will drive business improvements
  • Implement standard operational readiness systems, procedures and tools and report on customer data to determine trends, insights, and recommend actions for continuous improvement
Applicants are encouraged to apply online, submitting a cover letter and a current resume.
Please note: For this position, you are not required to address each of the key selection criteria in a separate written document.
Preferred candidates will be required to complete pre-employment screening, including a national police check and misconduct screening.
Applicants must be an Australian Citizen, Permanent Resident or hold a valid work permit or visa. Work eligibility will be checked as part of the recruitment process.
For further information please visit the Department of Health
Click 'Apply Now' to submit your interest in this position.

Melbourne, VIC

Customer Service & Call Centre


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