National Operations Manager - Contact Centre

• National role with recognised brand- make a difference in your career
• Lead hybrid, multi-site contact centres delivering high-quality patient care
• Permanent Full-Time role based in Clayfield
  
  

Join Our Team and Make a Difference in Patient Care!

Are you passionate about helping others and seeking a workplace that truly values its employees? At Qscan Group, we prioritise the growth and development of our greatest asset – our people. Join a dedicated team of professionals committed to providing high-quality, compassionate patient care using state-of-the-art equipment.

About The Opportunity

As our National Operations Manager - Contact Centre, you'll be responsible for leading Qscan’s multi-site, hybrid contact centre teams to deliver compassionate, accurate and timely service across all patient and referrer touchpoints. This position is critical in operationalising Qscan’s customer experience strategy and ensuring our contact centre functions as a scalable, high-performing backbone for nationwide service delivery.

The right person for this role will be a confident leader, who thrives in fast-paced environments, and brings a strong mix of operational excellence and people management. You will be hands-on, and comfortable using data to drive outcomes, embedding a strong coaching culture and passionate about delivering outstanding service experiences.

This position is offered on a Permanent Full-Time basis located in our Clayfield Contact Centre. This role involves visiting our bookings teams on site across our national network of clinics and contact centres. Travel is required, and a valid driver’s licence is essential.

Key Responsibilities

• Lead and manage day-to-day operations to meet and exceed service-level targets.
• Own workforce planning and forecasting, ensuring correct resourcing and rostering based on volume and skillset requirements.
• Embed a high-performing team culture through coaching, accountability, and support that consistently exceeds referrer and patient expectations
• Leverage data, BI tools, and telephony platforms to monitor performance and identify trends.
• Drive continuous improvement in service delivery, patient experience, and booking accuracy.
• Partner with internal stakeholders and vendors to implement new tools and innovations.
  
  

About You

The Ideal Candidate Will Have

• 5+ years’ leadership in a fast-paced, high-volume contact centre.
• Proven track record in driving contact centre performance, cost efficiency and workforce planning.
• Expertise in workforce planning and telephony platforms (e.g. Genesys or Mitel).
• Experience leading hybrid/distributed teams.
• Confidence with performance dashboards and analytics.
• Exceptional people leadership, communication, and change enablement skills.
  
  

Working for Qscan Group offers you:

• A great team culture, where you will be supported to participate in personal and professional development programs.
• Competitive remuneration package with additional employee discounts.
• A Flexible Work Arrangements policy to help you achieve the ideal balance between work and personal responsibilities.
• Access to our Employee Assistance Program to enhance your health and well-being.
• A range of employee benefits, such as paid parental leave and annual flu vaccinations.
  
  

If this opportunity excites you and you are eager to join an organisation that invests in its people, apply now, and become part of our compassionate and innovative team!

Qscan Group encompasses Qscan Radiology Clinics, South East Radiology, North Coast Radiology, Alpenglow Radiology, and Envision Medical Imaging. Together, we offer comprehensive diagnostic medical imaging services across Australia, utilising advanced technology and subspecialty trained radiologists to ensure the highest standards of care. Each entity within our network contributes uniquely to our mission of excellence, providing consistent, caring, and professional services.