Operations Lead – 1800RESPECT
Telstra Health is proud to work collaboratively with the Australian Government and specialist partners in preparation for the delivery of 1800RESPECT from 1 July 2022, as the national front door for people experiencing, or at risk of experiencing, domestic, family and sexual violence (DFSV) and workplace sexual harassment (WSH).
Vision: to achieve a significant reduction across the Australian community in the prevalence and impacts of domestic, family and sexual violence, including workplace sexual harassment - by improving first response processes, national sector integration, service reach and responsiveness to diverse groups; by strengthening community engagement; and by continuous enhancement of staff skills and technology.
Mission: to deliver a free, 24 hours per day, 7 days per week national service that provides information, counselling support and referrals to people experiencing, or at risk of, domestic, family and sexual violence, including workplace sexual harassment.
Purpose: to provide an accessible, high quality, clinically-informed and evidence-based service that meets the diverse needs and complex considerations of individuals seeking support.
About the role
The Operations Lead will ensure the effective and efficient 24x7 operation of all 1800RESPECT channels including the contact centre, website, and mobile applications; as well as planning, prioritising and driving service enhancements and innovation.
Help us achieve a sustained reduction across the Australian community in the prevalence and impacts of Domestic, Family & Sexual Violence (DFSV) through:
· Monitoring and managing operational performance of all 1800RESPECT channels including multiple contact centres, website (including webchat), and mobile applications
· Maintaining all systems, platforms, technology and processes enabling the operation of the 1800RESPECT service; including ownership of system access and configuration
· Proactively and collaboratively identifying, scoping and implementing a wide range of operational and business improvements and efficiencies to support an optimal service user experience and commercially viable delivery
· Operational reporting for Executive and Departmental audiences
· Maintaining and optimising standardised operating models, delivery cadences and relevant policies and procedures. Includes iterating the models using cross-functional insights to drive continuous improvement of the 1800RESPECT service operations
· Workforce planning, forecasting, reporting and payroll approval
· Critical Incident Management
About you
· Experienced in operational management across complex contact centre environments and digital channels
· Similar social services experience (desirable but not required)
· Experience with workforce scheduling
· Experience supporting an end-user-facing and focused application
· Process development and optimisation experience
· Experience supporting workforce management platforms
· Knowledge of communications systems, principals, and procedures
· Ideally you would have partnered with vendors previously and understand how to drive outcomes and results through this model
· People leadership and customer experience
· Experience working in virtual/work from home environments
Additional requirements:
· Bachelor degree in business administration, business, commerce, operations management or a related field.
· Desired: relevant postgraduate degree, such as a Graduate Certificate in Operational Excellence or Master of Business Administration (MBA); relevant experience in similar field
What you’ll get from us:
· Training and professional development
· Support and supervision to complement your own resilience and self-care skills
· 25% discount on Telstra services including home broadband and post-paid mobiles
· Free 24/7 professional and confidential support for you and your family
· Employee rewards program that includes discounts on shopping, gym memberships, movie tickets, health insurance and more
· A supportive and inclusive working environment where you can bring your whole self to work
· Flexible work including the ability to work from home with all equipment provided
· Multiple leave options including paid parental, family and domestic violence leave, cultural, volunteer, study and pandemic leave, as well as the option to purchase additional leave.
We encourage people from all backgrounds, and across Australia to apply for roles in the delivery of this service.
To ensure the safety and well-being of our people and customers, this role will require the successful candidate to be vaccinated against Covid-19. However, please speak to us if you have any questions about this based on your individual circumstances.
We are a Circle Back Initiative Employer. We commit to respond to every applicant, and you will hear back from us soon.