Operation Shift Lead

Support our Health & Mental Health services with your excellent Analytical skills gained within a Call Centre environment and so contribute to our increased capability!
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  • Opportunity to join a close-knit team with a passion for excellence.
  • Use your Real-Time Monitoring skills to reach definitive team goals
  • Use your IT savviness and multitasking skills

Homecare Medical is a leader in New Zealand’s virtual healthcare landscape. We bring together a range of National helplines, Health and Mental Health after-hours services.  We do so to deliver 24/7 support online and over the phone to Kiwis in need.  It’s a fresh, connected approach to healthcare.

About the role

As the Operational Shift Lead you will be required to proactively monitor the queues and performance of our Frontlines Services in collaboration with the People Leaders. You will be experienced with RTA (Real-Time- Analyst to ensure monitor and liaise with each service on queue length, maximum wait time, service level, abandonment rate, actual vs forecast call volume, call arrival pattern and manipulation of skill assignments based on queue requirements. You will be the single point of contact for receipt of inbound unplanned leave notifications from staff and communicate absences to applicable parties and will coordinate the sourcing of replacement staff as and when required. You will oversee real time reporting and other various reports required by the business.  

This role works on a shift pattern, currently 10.5 hour shift.4 days on and 3 days off . You must be able to work based on a 24/7 roster which is changed every 2 months. The role will be based in either the Auckland or Christchurch call centre.

The ideal candidate:

  • Experience and working knowledge of Contact Centre operations requirements
  • Minimum of 4 years’ experience in Contact / Call Centre operations
  • Technology and IT savvy with an in-depth knowledge of Contact Centre systems and tools. Be able to work on multiple systems and multiple screens at the same time
  • Ability to work to deadlines and in a fast-paced environment
  • Ability to work and strive in pressured environment
  • Excellent ability to problem solve and make own decisions as well as multi-tasking and prioritising work load
  • Excellent attention to detail
  • Excellent communication skills both oral and written
  • Able to quickly pick up new process and a willingness to learn.  

 About Us:

As part of our well-respected national organisation, you will be supported Pokohiwi Ki Pokohiwi (shoulder to shoulder) with on-going learning and development, guidance and coaching from a knowledgeable leadership team.  We celebrate the success of our staff and continually aim higher in the delivery of our service.

Applications will close and be reviewed and shortlisted on the 27th November 2020.

Or, know someone who would be a perfect fit? Let them know!

Kia ora, Mālō and Welcome!

We run the National Telehealth Service which delivers free health and mental health advice, support and information 24/7, 365 days a year. We also provide a range of virtual health and mental health support services.

Whether we're nurses, counsellors, clinicians, accountants, or administrators, everyone at Homecare Medical works to virtually support Kiwis with their wellbeing.

Connect with us today and help support the people of Aotearoa New Zealand.

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