Call Center Manager

Company Description

About Us

My Emergency Doctor is the leading Australian telemedicine service redefining emergency medical care. Established in 2016, we are Australia’s first telemedicine service exclusively staffed by Emergency Physicians. Our vision is to transform emergency care today and tomorrow – and ensure Australians have access to an emergency specialist whenever they call and wherever they are. We work with health services around Australia to provide their patients and the general public access to a specialist medical advice via video or telephone consultation. Hospitals, urgent care centres and ambulance services call on us as specialists in acute care to help manage overflow when they are at capacity, or when advice is needed for a patient who becomes acutely unwell, often after hours. To date, our emergency physicians have managed more than 35,000 calls for emergency care from across Australia. Consultations are available 24 hours a day, 7 days a week, 365 days a year via telephone or our free app (available from App Store or Google Play). 

Job Description

Scope Of Role

Due to our current expansion we are looking for a skilled Call Center Manager [CCM] to supervise the daily operations and personnel, aiming for maximum efficiency, quality of service and cost effectiveness. You must be practically minded, organized, reliable and a results-driven professional who can visualise the ‘big picture’ and implement improvements. It is a given that as our CCM, you must have excellent customer service and communication skills.

The Call Center Manager responsibilities include:

•    Maintain high client service standards;
•    Establish objectives, standards and procedures for the call center’s day-to-day operations;
•    Be effective in outcome solutions delivery in a contact centre management environment; 
•    Focus on improving performance and processes to better support our staff to ensure they are achieving desired SLAs and taking corrective action, as needed;
•    Provide effective resource planning to maximize the utilisation and productivity of resources (people, technology etc);
•    Utilise performance reviews, capacity planning, and technological evaluation to determine action plan for improved operations;
•    Become the call center subject matter expert so you can manage, coach and lead call staff and address escalated complex issues;
•    Lead team meetings, establish and implement processes and procedures;
•    Collate call center data to evaluate performance against key metrics (accuracy, call-waiting time etc), and present call operation reports to upper management assisting other management team members in identifying trends and establishing call center goals;
•    Utilise key metrics to evaluate performance, improve processes, ensure resources are properly allocated, identify training needs, maximize efficiency and ensure client satisfaction;
•    Develop customer interaction/call handling procedures, policies and create training material for the call center staff;
•    Design then implement solutions for the resolution of technical problems, and ensure technical operational resources are functioning and available;
•    Attend educational workshops and review relevant literature in order to maintain an up-to-date knowledge of call center operations management.

Qualifications

To Be Successful In This Role

We are looking for a Call Center Manager who leads from the front and can hit the road running after the initial training. You will:

•    Preferably come from a ‘000’ emergency call center  or telehealth background;
•    Develop comprehensive knowledge of company policies and services;
•    Excellent organizational and leadership skill;
•    Solid problem-solving ability with a focus on improving your team capabilities and call center practices;
•    Be observant and detail-oriented;
•    Possess an understanding of the business, the services, and the issues facing call center staff;
•    Preferably a Bachelor’s degree in business or management but at least a business diploma  and we would like to speak to you if you have attained a Contact Call Center Management certification [CCCM];
•    Proven experience as a call center manager or similar position in a corporate environment;
•    Experience of performance evaluation, customer service metrics, and service delivery;
•    Ability to multitask and remain calm under pressure, especially during peak hours or intense situations;
•    Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills;
•    Strong coaching and leadership skills, ability to motivate employees in a positive and constructive manner;
•    Decisiveness and exceptional attention to detail;
•    Proficiency with necessary technology, including computers, software applications, phone systems, etc;
•    Polite, calm and professional phone manner with exceptional spoken English;
•    Solid understanding of reporting and budgeting procedures including basic financial analysis (cost-effectiveness, cost-benefit etc;)
•    Proficient in MS Office and call center equipment/software programs;
•    Positive and patient.

Additional Information

Apply Now

In the first instance please submit:

• A cover letter with your comprehensive resume in MS Word format.
• Details of your salary expectations including superannuation.
• your availability to start a new role.

You should note that we are not offering sponsorship for this role and will only accept applications from candidates with full working rights in Australia.