I-MED Radiology is Australia’s largest medical imaging network with more than 240 clinics located throughout Australia and with just over 4500 employees. Our Vision at I-MED Radiology is to be the most respected and trusted medical imaging specialists in the world. Our Vision is underpinned by our purpose – to save lives and reduce uncertainty.

Our National Contact Centre is seeking an experienced Real Time Analyst to assist our Leadership Team and National Workforce Planner in operating and administering an efficient and professional call centre.

This is a permanent full-time role working Monday to Friday, between the operating hours of 7:00am – 6:00pm.

Location

The position can be based at any of our major Contact Centre hubs in Newstead, Brisbane, Mount Waverley, Melbourne or Campbelltown, Sydney and a hybrid work arrangement can be discussed that allows for the flexibility to work from home.

The Role

• Reporting to the National Workforce Planner you will work closely with the Contact Centre Managers and Team Leaders to monitor and drive effective Contact Centre performance across all queues and contact types in real time.
• You will work to achieve Grade of Service targets and to deliver outstanding customer service, upholding I-MED’s brand promise and contributing to the achievement of business goals and targets.
• In a dynamic and very fast paced environment, you will work closely with all Contact Centre staff to deliver efficient and cost-effective servicing of our patients and referrers.
• You will analyse the trends and data to make and implement decisions on the day that improve performance whilst keeping to budget.
• You will monitor all queues in real time identifying resourcing gaps and taking remedial action where appropriate, ensuring risk is called out ahead of time, where known, to enable the enactment of effective planning.
• You will capture all impacts to the Contact Centre workload and be expected to regularly report on ongoing trends and provide updates and mitigating strategies.
• You will support the National Workforce Planner, as requested, with activities such as scheduling and licence checks and act as a single point of engagement between the National Workforce Planner and the National Contact Centre Leadership Team around real time performance and issues.

About You

• You are committed to providing the highest level of customer service with a demonstrated focus on continuous performance improvement.
• You are a resilient individual, who thrives in a fast-paced environment, is self-motivated, reliable, and conscientious in their approach to work.
• You're highly numerate, with strong organisational skills and experience in the analysis of data to identify trends and draw conclusions, driving data-based decisions.
• You have an understanding of Contact Centre workforce planning and performance management principles and will demonstrate a desire to learn more.
• A minimum of one-year experience in a workforce management team managing Contact Centre real time performance or similar. Prior understanding of routing environments and processes will be highly regarded, as will experience with Tableau and Kronos.
• Your communication skills are key and it is important that you can demonstrate your success in building and maintaining valued and constructive relationships with internal and external stakeholders in similar roles.
• You will be able to confidently collaborate with all Contact Centre Staff fostering a culture of continuous improvement across teams and the broader business.

Please note that travel within the state and potentially interstate may be required to fulfil the requirements of this role from time to time.

We Offer

• An attractive remuneration package with a range of employee benefits such as free parking (at our VIC & NSW sites) , paid parental leave, discounted health insurance and gym memberships, travel benefits and much more
• Flexible working hours based around the core call centre hours of operation and a hybrid work model
• A structured personal development plan and relevant training with ongoing development opportunities through I-MED's immersive learning platform
• Commitment to your health and well-being with access to our employee assistance program and fitness platform
• A fun and engaging environment in a state of the art, purpose-built contact centre, with break out areas and free coffee and tea
• Clear pathways for career progression and secondment opportunities
• Opportunity to be part of a fun dedicated team that celebrates wins and successes.

How do you apply?

If you’re looking for the next step in your career and are passionate about the delivery of excellence within healthcare services, we encourage you to apply today.

To apply you must have unlimited, full permanent working rights in Australia.

Due to training requirements and on the job support, and to ensure you have enough contact time to master your role, we prefer that you have no planned extended leave for the first 3 months in the role.

Discover new opportunities and join us on the journey to become the most respected and trusted medical imaging specialists in the world.

Covid-19 Vaccination Policy

I-MED has a policy which requires all I-MED staff to be vaccinated and boosted against COVID-19 unless they have a valid medical exemption, however each state Public Health Order may have additional requirements, and this will be discussed during the interview process. The successful candidate for the role will be required to comply with I-MED's policy and any applicable Government public health orders. During our interview process, we will be asking you to confirm your ability to meet the above mentioned requirements of the role.

If you are the successful candidate, we will ask you to provide us with your vaccination certificates (or other evidence, such as valid medical exemption) before we are able to make an offer of employment to you.

By providing the required information to us, you consent to our collection, use and handling of your personal information (including health information) as specified in I-MED's People Privacy Policy available on www.imed.com.au/careers