AddressWe are Australia’s leading, specialised, non-profit advocate and provider of abortion and contraception services.
We are a significant provider of clinical and support services across Australia. We are also an advocacy organisation, we work on policy and legislative change, we provide information to the public, we support people through counselling and mental health awareness and services, and we work to reduce the stigma, discrimination and stress related to access to abortion care and contraception.
We work to give people reproductive choices.Our holistic, client-centred approach empowers individuals to control their reproductive health safely, and with dignity, regardless of their circumstances. Through active partnerships with healthcare providers, researchers and communities, our models of care ensure the total well-being of our clients is supported at every stage.
Position title:National Contact Centre Manager
Department: Finance and Business Services
Reports to: Director – Finance and Business Services
Direct reports:National Contact Centre Supervisor, Senior Contact Centre Agents
Hours per week: Full-time, 38 hours
Duration: Permanent
Position purpose: The Contact Centre Manager to lead, drive and take full ownership of our caring and compassionate team of contact Centre Agents and to work with key partners within the organisation to provide excellent service to our clinics and support our clinics.
MSI Australia’s Contact Centre is our central and highest touch point from an overall client experience perspective, to which our organisation heavily relies on its overall success and efficiency. The role will take full responsibility for the business unit including the existing team, which forms a great platform to build, and lead, delivering exemplary service that exceeds client expectations, enhances brand reputation and maximises sustainable financial results in both the short and longer term.
Key Accountabilities• Coaching & developing team to achieve expectations and performance goals (feedback, training and development, performance reviews etc.),• Identifying and optimise continuous improvement opportunities across the business and reducing operating costs;,
• Identifying and developing key initiatives (projects) to further enhance the team's function,
• Regular Reporting and enabling data-driven decisions,
• Managing and maintaining high service standards (queues, call times, client service expectations etc.),
• Resolution management (taking ownership of escalated enquiries/complaints),
• Continuously driving engagement and values-based culture across the Contact Centre and all areas of the organisation,
• Workforce planning (including rostering, recruitment, time and attendance),
• Building and maintaining internal and external relationships, continuing to cement our reputation and market presence,
• Reporting call data and client trends to our Executive Team,
• Partnering with our Clinic Nurse Unit Managers to support our medical lists and client needs,
• Contributing to ad-hoc strategic projects taking place within the organisation.
Key Selection Criteria:
- Ability to lead and manage diverse teams in a fast-paced, high pressure, client-focused environment,
- Leadership experience with a transparent style that instils confidence and builds capability,
- Solutions-focused and ability to identify opportunities to drive and deliver outstanding service,
- Ability to manage performance and have courageous conversations,
- Financial management, reporting and analytical skills with experience managing a P&L and budget for a business unit (desired, but not essential),
- Be well structured with strong communication skills and the ability to work autonomously,
- Be uncompromising on the level of quality when it comes to delivery and execution,
- Identifies high-risk client needs and works in a collaborative manner with our business leads to correctly support their needs through our connected care pathways
- Has a strong understanding of emerging technologies and how to implement innovative technology to strengthen the function’s future capabilities and evolve the workforce.
Goals, Missions, Values, Purpose, Behaviour Statements
Our Goal The Prevention of Unwanted Births
Our Mission Children by Choice not Chance
Our Values Integrity, Agency, Safety, Quality, Courage
Our Purpose Your choice, made easier
In this role, you will:
• Understand and comply with the Code of Conduct and Behaviour Policy for employees and all relevant MSI policies and procedures.
• Demonstrate commitment to organisational values and behaviours at all times.
MSI Australia develops, maintains and rewards a culture of personal and professional accountability for desired behaviours which include:
Care & Compassion - We care for our people, clients, communities and each other and recognise that people have their own diverse, physical, emotional, social and cultural needs. We always act with compassion and kindness. We conduct our work with honesty and integrity.
Trust & Safety - We prioritise both the physical and mental well-being of our people, clients, communities and each other. Our words, actions, communications and workplaces are free from judgment and discrimination. We value accountability and know that we build trust with our clients and communities through all staff being accountable for their performance.
Partner & Collaborator - We value partnership and teamwork and believe we are better together. We seek to collaborate with other organisations where our vision and values align. Our language, communication and actions focus on collaboration and cooperation rather than competition or conflict.
Benefits of working at MSI Australia:
We also pride ourselves on being a supportive and flexible working place that offers a great range of benefits:
- Generous salary packaging options up to $9,010 + $2,650 meals and entertainment,
- Dynamic Learning Management Platform with 1000s of courses plus opportunity to access professional development / study leave allowance,
- Employee Assistance Program,
- Discounted clinical services for you and your immediate family members.
- Provision of two professional referees,
- Be prepared to undergo a National Police Check, prior to commencement,
- Be prepared to undergo an International Vetting Check, prior to commencement,
- Evidence of current COVID-19 vaccinations and declaration of full immunisation history,
- Evidence of current working rights in Australia.
For further information regarding this position, please contact: ***********@msiaustralia.org.au
Application Support:
Person and community centred healthcare involves cultural safety, a diverse workforce and multidisciplinary skills. We welcome applications from Aboriginal and Torres Strait Islander people, people of migrant and refugee backgrounds, people with disability and LGBTIQ+ people. Should you require any support with this application, please contact: ***********@msiaustralia.org.au
