Job details |
||||||||||||||||||||||||||
|
Job Offer: Operational Shift Lead:HainesAttractJob description:Job Description» Opportunity to join a close-knit team with a passion for excellence» Use your real-time Monitoring expertise to reach definitive team goals » Use your Information technology and multitasking expertise Atu mo te mahi – About the function As the Operational Shift Lead you will be required to proactively monitor the queues and performance of our Frontline Services in collaboration with the People Leaders. You will be and practiced RTA (Real-Time- Analyst) to ensure: » Monitoring and liaising 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 located 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 supervise real time reporting and other various reports required by the business this function works on a shift pattern, currently 10.5 hour shifts four days on and three consecutive days off. You must be able to work located on a 24/7 roster. Flexibility to change your roster pattern is required at times for Training and Annual Leave purposes. The function will be located in either the Auckland or Christchurch Contact Centre. Pehea koe – About you You will have the following: » Senior practice and working knowledge of Contact Centre Operations requirements » Minimum of four years’ practice in Contact/Call Centre Operations » An in-depth knowledge of Contact Centre systems and tools » Be able to work on multiple systems and multiple screens at the same time » Work to deadlines and in a fast-paced environment » capability to work and strive in a pressured environment » Excellent capability to problem solve and make your own decisions as well as multi-tasking and prioritising work load » Excellent attention to detail » Excellent communication expertise both oral and written » Able to quickly pick up new processes and a availability to lgain and to manage change Ko wai hoki – About us Whakarongorau Aotearoa has the privilege of running free to the public, virtual health, mental health, and social services for the people of Aotearoa. Our 12 clinical teams and support services are located across contact centres in Auckland, Wellington, Christchurch, and from their homes across Aotearoa. We want to give everyone in Aotearoa the opportunity for wellness. We focus on the connected world of digital care, where we can help join all the dots, and select the right services, advice, support and help for the right need. Through our 30+ services we connected with over 950,000 people last year (to 30 June 2021). We use our healthy imagination to deal with big problems by knowledge the tiny ways that people are blocked from getting the care they deserve. Our imagination comes from our people and our partners and their drive to never give up. ? t?tou uara – Our values Our values underpin all we do, and how we do it. We are seeking for people who align naturally with these values and will champion them: » Mahia te mea tika/Do the right thing » Hihiri e te kounga/Motivated by quality » Ng?kau nui ki te pai ake/Passion for better » Pokohiwi ki Pokohiwi/Shoulder to shoulder To tatou tikanga – Our culture Our staff are passionate people, each driven to contribute to better health results, with a focus on high priority populations. We are focused on hiring kaimahi who live and work in the communities they serve. Whakarongorau Aotearoa’s commitment to knowledge and improving mana taurite (equal status) starts with the knowledge of self and how we, as health professionals, think and behave each minute of each day to serve the health needs for Aotearoa. To ensure we are as connected and as engaged as we can be with the people we help, nearly 20% of our workforce identify as M?ori and 22% as Pasifika. Skills:
|
||||||||||||||||||||||||||
|