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Offer: Operation 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 savviness and multitasking expertise Whakarongorau (NZ Telehealth Services) 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 function 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 an practiced RTA (Real-Time-Analyst) to: » monitor and contact 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 ten and a half hour shift, four days on and three days off. You must be able to work located on a 24/7 roster which is changed every two months. The function will be located in either the Auckland or Christchurch Call centre. The ideal candidate will have the following: » practice and working expertise of Contact Centre operations requirements » Minimum of four years practice in contact / call centre operations » Technology and Information technology savvy with an in-depth expertise of contact centre systems and tools » Be able to work on multiple systems and multiple screens at the same time » capability to 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 own decisions as well as multitasking and prioritising workload » Excellent attention to detail » Excellent communication expertise both oral and written » Able to quickly pick up a new process and a availability to learn About us As part of our well-respected national organisation, you will be supported Pokohiwi Ki Pokohiwi(shoulder to shoulder)with continuing learning and development, guidance and coaching from a expertiseable leadership abilities team. We celebrate the success of our staff and continually aim higher in the delivery of our service. How to submit the application:Apply here:https://careers.homecaremedical.co.nz/jobs/1167747-operation-shift-lea dSkills:
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