Call Centre Operations Director

Client Details

National Healthcare Organisation


The Service Director role is a senior leadership role integral to the organisation’s operating model and is responsible for the overall direction, adoption, delivery and operation of part of the Company’s portfolio of healthcare call centre enablement services. Seeking an experienced leader with a strong understanding of the portfolio’s purpose, funders, users, external environment and stakeholders, and its potential for growth. Represent these services at all levels within the organisation and with external stakeholders, working to ensure these services are delivered successfully and meet the needs of funders and users, and through engagement with fund-providers ensure they are aligned with government policy and objectives. Be accountable for all aspects of service performance, including customer satisfaction, strategy, growth, development, delivery, operations, compliance and achieving financial objectives. Provide management and leadership across the multi-disciplinary service teams, applying strengths where applicable and leveraging SMEs within the team and within the broader organisation  as required. Engage extensively with peers and others across the organisation to build close collaboration across teams needed for successful delivery and operation of services.
  • Engage with Commonwealth and state and territory Government stakeholders to secure service renewals and funding
  • Act as business lead in service-related contract negotiations
  • Ensure the Company delivers against funder contracts and be accountable for service providers meeting their contract obligations
  • Develop and implement the service delivery priorities, strategies and roadmaps in short, medium and long term timeframes to meet the needs of key stakeholders including funders and consumers
  • Provide leadership and advice on service delivery issues, planning, service growth and enhancement approaches
  • Oversee the design, build, delivery and operations of the portfolio services ensuring alignment with service delivery priorities and strategy

  • 5+ years in a relevant role, including significant experience leading, motivating and mentoring teams of contact centre, technology and service professionals
  • Demonstrated experience in translating business strategy to growth opportunities
  • Experience in the design and delivery of customer solutions combining call centre and digital systems
  • Proven successful experience leading a multi-disciplinary team in a complex environment using Agile methods
  • Sound understanding of the Australian health sector, trends and government policies
  • Ability to quickly establish effective relationships
  • Use a team approach to solve problems and maximise opportunities
  • Proven, effective stakeholder management skills, with the ability to engage confidently at all levels
  • Proven organisational, project management, reporting and budget management skills
  • Create an inclusive environment, share knowledge and empower your team
  • Ability to respond resourcefully, flexibly, and positively when faced with new challenges, transitions and demands
Job Offer
  • Design and deliver strategies that place customers at the centre of business decisions
  • Work with diverse and high-performance colleagues
  • Be part of an enriching culture born on values, purpose, imagination and spirit
  • Flexible working environment

Click the 'Apply Now' button ASAP! If you have any questions or would like to have a confidential discussion, please call Corin Roberts in our Sydney office on (02) 9195 2929