About us
Healthdirect Australia is a government-owned, not-for-profit organisation who works with purpose and dedication to help Australians actively manage and improve their health.
Our virtual services are easily accessible via multiple channels, including helplines, video call solutions, apps and websites and cater for Australians at all stages of life, ranging from practical and emotional support during pregnancy through to advice about aged care and helping Australians through the COVID-19 pandemic.
About the opportunity
Reporting to the Portfolio Service Director, this role is responsible for ensuring the GP helplines operate smoothly and deliver their contractual outcomes.
Key responsibilities of this role include:
Oversight of all outsourced operations for GP helplines including all associated services in collaboration with other team members from the services
Management and maintenance of an operating rhythm across the service provider(s), that delivers to our shareholders contractual requirements
Service growth through innovation and development of the service components
Development and oversight of a product roadmap that aligns with the overall business strategy
Management of service forecasting and workforce modelling to ensure achievement of service levels and ensure service providers are responsive to service demand
Providing high quality reporting and analytical insights across the services to ensure consistent and timely information on the service
The Service Manager will also contribute to procurement and new service implementation activities and specific projects where required.
What were looking for
Experience in contact centre management, including forecasting and workforce management.
Experience in health or other consumer focused industries, specifically within service delivery while working with multiple service providers and consumer engagement.
Proven experience in managing a service / product with a strong focus on user engagement and experience
Proven ability to develop product strategies and effectively deliver solutions engaging with affected areas and providing recommendations to executive management
Good facilitation skills, with ability to draw out information from others and lead others to agreement
Why work with us
We believe our strength comes from our talented and dedicated staff. We are committed to working together to create a culture where you can bring your whole self to work.
Our benefits include:
Flexible work arrangements (2 days per week in office, pro-rated for part time employees).
14 weeks company Paid Parental Leave for both parents.
Multi-dimensional wellbeing program that is run by our people for our people.
Individual curated learner journeys to support you to expand your capabilities and unlock your talent.
To find out more about Healthdirect, and our vision for a healthier Australia, please visit our website - about.healthdirect.gov.au
As an Equal Opportunity Employer, we respect and seek to empower each individual and support the diverse cultures, perspectives, skills, and experiences within our workforce.
Click Apply to submit your application for this role. Please be aware that you must have the right to live and work in Australia to apply for this job.