Contact Centre Manager

Job Summary

MoleMap's contact centre is a critical point of engagement for patients seeking skin cancer screening, and a key contributor to bookings, recalls and patient retention across Australia and New Zealand. The Contact Centre Manager is accountable for the overall performance of the contact centre, including the efficiency of its operations, the effective use of its people and systems, the commercial value it delivers, and the quality of the patient and employee experience.

This senior leadership role combines operational excellence with strategic oversight. The Contact Centre Manager will set the direction for the function, ensure the Team Lead and wider team are focused on the activities that deliver the greatest return, and partner with other departments to optimise the systems and processes that underpin performance. The role will also identify and lead new initiatives that contribute to the growth of the business.

The successful candidate will drive a strong culture of accountability and performance, balanced with a healthy and supportive environment in which team members are engaged, developed and able to perform at their best.

Location: Auckland (Greenlane)

Direct reports: Contact Centre Team Lead / 2IC & inbound, outbound and administration staff

Responsibilities

Process optimisation

• Review, document and continuously improve contact centre processes across inbound, outbound, recall and administrative functions.

• Identify and eliminate inefficiencies, duplication and manual effort, prioritising automation and standardised ways of working.

• Monitor the effectiveness of existing processes and procedures, and proactively escalate and resolve issues and barriers.

• Ensure process changes are clearly documented, supported by appropriate training and embedded, with outcomes measured against agreed benchmarks.

Strategic thinking and planning

• Develop and deliver the contact centre's strategic and annual operating plan in alignment with MoleMap's marketing and organisational objectives.

• Analyse operational and commercial drivers of performance to identify priority areas for improvement and investment.

• Translate organisational goals into clear objectives, priorities and key performance indicators for the function.

• Prepare well-founded business cases for investment and change, supported by robust financial analysis, including cost-effectiveness and return on investment.

Workforce management

• Lead demand forecasting, capacity planning and resource allocation on a weekly, monthly and annual basis to optimise the productivity of people and technology.

• Provide oversight of rostering undertaken by the Team Lead, ensuring staffing levels align with forecast demand, including campaign activity and seasonal peaks.

• Manage leave, absenteeism and leave liabilities while maintaining the delivery of daily, weekly and monthly targets.

• Lead recruitment, onboarding and training to ensure the function maintains appropriate capacity and capability.

Prioritisation and direction of the Team Lead

• Use performance data and insight to determine where team effort will deliver the greatest impact on bookings, conversion, recalls and patient experience.

• Establish clear priorities for the Team Lead and conduct regular reviews of resource allocation and effectiveness.

• Coach and develop the Team Lead as a people leader, supporting them to take ownership of day-to-day queue management, coaching and rostering.

• Reprioritise activity in a timely manner in response to changes in demand, campaign activity or organisational priorities.

Cross-functional collaboration

• Partner with Information Technology, system owners, Operations, Clinical teams and Marketing to optimise the systems and processes on which the contact centre depends.

• Represent the voice of the patient, providing stakeholders with insight into customer enquiries, pain points and the booking experience.

• Collaborate with Marketing to ensure operational readiness for campaigns and to inform messaging and customer journeys with contact centre insight.

• Build effective relationships with senior leaders and stakeholders, and influence outcomes beyond the direct remit of the role.

Growth initiatives

• Identify, pilot and scale initiatives that increase bookings, revenue and patient retention through the contact centre.

• Lead outbound, recall and reactivation opportunities in partnership with the Lifecycle Marketing team.

• Champion new ideas, technologies and ways of working, supported by clear business cases and evidence of results.

Accountability and performance

• Establish clear expectations, targets and performance measures, and hold team members accountable in a fair and consistent manner.

• Evaluate performance against key metrics, including grade of service, abandonment rate, conversion, inbound and outbound booking volumes, and email turnaround times.

• Address underperformance in a timely and constructive manner, and recognise and reward strong performance.

• Administer the contact centre incentive and performance framework to reinforce the behaviours that drive results.

People, culture and care in the workplace

• Foster a positive, inclusive and supportive culture aligned with MoleMap's values, in which team members feel valued, developed and able to raise concerns.

• Champion care in the workplace, ensuring employee wellbeing is actively supported and given equal priority alongside operational performance.

• Monitor and report on key people metrics, including retention, turnover, absenteeism and engagement, and take action on emerging trends.

• Partner with People and Culture to develop and implement initiatives that support, retain and develop the team.

• Identify and address workload, rostering or wellbeing pressures early, in consultation with the Team Lead and People and Culture.

Budget management and reporting

• Manage the contact centre budget and monitor expenditure against forecast.

• Deliver weekly and monthly performance reporting, including booking rates, costs and customer service metrics, with clear insights and recommended actions.

• Ensure reporting is accurate, consistent and used to inform decision-making across the business.

Measures of success

• Budgeted KPIs are achieved and service levels are maintained, including during campaign and seasonal peaks.

• Processes are streamlined and well supported by technology, delivering measurable improvements in efficiency and cost per booking.

• Team resources are consistently directed towards the activities that deliver the highest return.

• Growth initiatives are rigorously tested, measured and scaled where successful.

• The contact centre is recognised as a proactive and collaborative partner by other departments.

• The team consistently meets performance expectations.

• Staff retention and engagement are maintained at or above agreed targets, and team members report feeling well supported in the workplace.

Person specification

• Bachelor's degree in Business Administration or a related discipline, or equivalent professional experience.

• Demonstrated experience managing an in-house contact centre of more than ten staff, preferably including the leadership of a Team Leader.

• A proven track record of improving operational processes and performance through data-driven decision-making, automation and continuous improvement.

• Advanced workforce management capability, including demand forecasting, capacity planning and rostering.

• Strong strategic and commercial acumen, with experience in financial analysis and budget management.

• Demonstrated ability to work cross-functionally and influence senior leaders and stakeholders.

• Experience managing performance and absenteeism in a fair, consistent and constructive manner.

• A leadership style that balances high standards and accountability with coaching, support and a genuine commitment to employee wellbeing.

• Experience partnering with HR or People and Culture teams to improve retention, engagement and employee wellbeing.

• Proficiency with contact centre telephony and CRM platforms, and the Microsoft 365 environment.

• Experience in a healthcare, medical or appointment-based contact centre environment is highly regarded.

Health & Safety

• Take reasonable care for their own health and safety and that of others who may be affected by their actions.

• Comply with all company health and safety policies, procedures, and instructions.

• Identify and promptly report hazards, incidents, injuries, near misses, and unsafe conditions.

• Participate in health and safety training, consultation, and initiatives as required.

• Use equipment, personal protective equipment (PPE), and company property safely and appropriately.

• Cooperate with the company in maintaining a safe and healthy work environment and complying with all applicable health and safety laws and regulations.

Health and safety responsibilities form an integral part of this role and apply at all times while undertaking work for the Company.