Now in our 51st year, as an employer today we focus on our people to ensure a great home/work life balance. We play a crucial role in shaping the future of Healthcare in Australia; we offer opportunities to further your career, and we enjoy a working environment where our employees feel valued.

About the role:

The After-Hours Call Centre Operations Manager will oversee and manage the performance and efficiency of the after-hours call centre team. This role is critical in maintaining exceptional customer service, ensuring smooth operations, and optimizing workforce management while fostering a positive and high-performing team environment. Based in Unley but moving into the Adelaide CBD early 2025.

Key responsibilities include:

• Ensure all customer interactions are handled professionally, efficiently, and to the highest standard.
• Lead, mentor, and develop the after-hours call centre team to achieve individual and team performance goals.
• Develop and implement onboarding programs to ensure new hires integrate seamlessly.
• Identify opportunities for professional development and create growth plans for team members.
• Oversee real-time workforce management to address unexpected changes in call volume.
• Collaborate with finance teams to forecast and plan for future budgetary needs
• Maintain meticulous attention to detail in rostering, reporting, and call centre operations.
• Provide accurate and timely reports on key performance metrics, challenges, and achievements.
• Act as the primary point of contact for after-hours operations, addressing concerns and providing updates as needed.
• Maintain positive relationships with key internal stakeholders across business/function lines to ensure delivery of agreed outcomes.

To be Considered:

• Excellent customer Service experience – has the ability to train existing staff
• Strong People Management experience
• Ability to work within a budget
• Rostering/workforce experience
• Ability to foster relationships with key stakeholders
• Attention to detail
• Experience in hiring and building their own team

About HCA:

Healthcare Australia (HCA) is Australia’s largest specialist healthcare workforce provider. We are a large and diverse healthcare business with a strong presence in the staffing of nursing, community, medical, corporate, allied and Crisis Response Management sectors in all States of Australia.

OUR BENEFITS

• People-Centric Culture: Experience a workplace where people are at the heart of everything we do, guided by our core values.
• High-Quality Product: Work with a top-notch product, ensuring your efforts are backed by excellence
• Supportive Team: Thrive in a close-knit, friendly, and supportive team environment
• Continuous Development: Benefit from ongoing training and support with access to an education allowance to nurture your skills and career
• Hybrid Work: Enjoy flexible hybrid working conditions that empower work-life balance
• Generous Leave: Access extra leave (conditions apply) to recharge and rejuvenate and a day off for your birthday

Our Culture:    
  
We are a team working together, we never forget that we’re people-focused. We respect human relationships and aim to make a big difference in people’s lives across the country.  We embrace a culture of inclusivity and we align our actions with 

Our Values:  
  
We are accountable   |   We care |   We are team players   |   We are leaders
  
Working for HCA will put you in a strategic position, with opportunities for career growth and development along with financial and non-financial benefits. Healthcare Australia will continue to grow at exponential levels over the next few years and offers significant career advancement opportunities for the successful applicant.

This is an opportunity to make your mark within a friendly, supportive, and growing organisation. Please apply here with your current CV and cover letter outlining your experience.
  
At HCA we are committed to embracing diversity and committed to providing a safe working environment.

Some roles that involve visiting clients or facilities may require you to be fully vaccinated (Boosted) with the TGA-approved COVID-19 vaccine.  The requirement for vaccination is based on the role and site where services are being provided.    If you have any questions or concerns, please contact the hiring manager

To learn more about HCA:
www.healthcareaustralia.com.au

Only short listed candidates will be contacted