About Us:

SANE is Australia’s leading innovator in digital mental health, delivering online mental health community and telehealth support services for people experiencing complex mental health issues and trauma, and their family, friends and carers.

We are a medium-sized organisation, with 100+ people and 60 volunteers who are driven, passionate and engaged, and we embrace innovation and agile ways of working.

We provide unique mental health services to those most in need, including counselling, peer support, groups, online forums and art programs. In addition, we educate, reduce-stigma, advocate and drive systemic change.

Role Overview:

The Contact Centre Manager is a newly created role, based in our Sydney office. The purpose of the role is to spearhead the design and operational management of inbound and outbound contacts and lead the development of a cutting-edge omni-channel platform.

You will oversee process and operations of the contact centre, to drive consistency and efficiency across our contact centres in Sydney and Melbourne whilst driving collaboration and creating a high performing team.

Key Accountabilities:

• Leadership and Design: Review, design and implement a national approach to the contact centre functions in Sydney and Melbourne, inspiring and guiding teams to be a high-performing unit across people and systems process.
  
• Operational Excellence: Oversee daily operations of a large contact centre with over 750,000 transactions annually.
  
• Digital Transformation: Support the integration and implementation of new technology and automation to enhance the customer experience
  
• Stakeholder Engagement: Build strong relationships with clients and partners, providing feedback and identifying opportunities for business growth and efficiency.
  
• Technology & Innovation: Partner with IT teams to use technology effectively and create a future-focused technology plan.

Key Requirements:

To excel in this role, you will bring:

• Proven leaderships skills, with a minimum of 2 years of experience managing contact centres, ideally in a complex multi-channel and/or multi-client environment.
• Previous experience in the not-for-profit sector, and/or previous experience in health and mental health.
• Experience in delivering projects designing or improving operations and developing procedures and training materials.
• Expertise in business analysis skills, and use of data in relation to contact centre operations and management.
• Experience in planning resources, managing budgets, and reporting performance.
• Strong communication skills and ability to influence others.

How to Apply:

If you are a strong leader with experience in contact centres and are excited about improving customer service, particularly within the Mental Health Industry, we want to hear from you!