newManager Operational Performance

Date Posted: 3 days ago
Melbourne City Centre VIC+1 location•Temporarily Remote

Job Description

Application Closes: 02 September 2021
Role: Manager Operational Performance (until 31 December 2021)
Number of vacancies available: 1
Office Location(s): 50 Lonsdale Street/Work from home

Position Summary:
The Manager Operational Performance leads a team of 12 who are responsible for the day to day performance of the COVID Public Health Contact Centre (CPHCC). This role has operational decision making and ownership for external BPO partners, but with the internal centre the role is focused on negotiating and influencing skills to provide a consistent and best possible experience for the Victorian public.
This hands-on role will be responsible for operationalizing new work types within the CPHCC, and accountable for the delivery of citizen outcomes and experience by managing a diverse team which includes Workforce Planning, FP, Reporting and outsourced vendor management.
The Manager, Operational Performance serves as the Second in Charge to the Director, Contact Centre performance and Programs, particularly during COVID outbreaks, so requires a high level of strategic and operational know-how around crisis management.

  • Manage the commercial relationships between the department and BPO providers
  • Overall responsibility for the successful operation and leadership of outbound campaigns management across internal and external partner groups including;
  • Overseeing the crisis response for the department in contact centre
  • Ownership of the BPO performance, managing risk and compliance
  • Coach, mentor and develop team of direct reports
  • Manage relationships with key stakeholders across business units
  • Working with key stakeholders within the department to their operations and stakeholder management experience to ensure a smooth daily operational rhythm by keeping all parties informed of changes and challenges.
  • Facilitate the daily management of campaigns to ensure citizen contact management
  • Oversee workforce management and real time adherence, including all COVID contact centres front line rostering
  • Management of tactical plans post-implementation
  • Produce, maintain and distribute daily / weekly / monthly reporting insights, analysis, risks, emerging issues and recommendations
  • Work with relevant business area to establish processes for the outbound campaigns, including forward planning and an overall strategy and process flow.
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.

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