Auckland City, AucklandOpportunity to form part of a close-knit team with a passion for excellenceUse your Real-Time Monitoring skills to reach definitive team goalsPosition can possibly be extended dependingHomecare 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 RoleRTA (Real-Time Analyst) - real-time and / or intraday management of resources to ensure the correct number of agents at the right times are active to answer an accurately forecasted volume of incoming calls across our Nursing and Mental Health ServicesMonitor frontline team members’ status’ and performance in collaboration with their People Leaders.
Develop strategies and work with the Service Delivery Managers and their People Leaders to implement processes to meet stakeholder, customer and staff expectations while enabling equitable delivery of an effective and efficient service.
Be the single point of contact for receipt of inbound unplanned leave notifications and communicate absence to applicable parties.
Coordinate the sourcing of replacement staff as required.Designs and establish Standard Operation Procedures and activates processes improvement plans and initiatives.
About YouWorking knowledge of contact centre operations requirementsContact / Call Centre operations experience 2- 4 yearsTechnology savvy with an in-depth knowledge of contact centre systems and toolsAbout 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.The position will be based from one of our Call centres in Auckland or ChristchurchApplications close 19 April 2020 Applications will be reviewed as submitted and this might affect the closing date