National Operations Manager - Contact Centre

• National role with recognised brand- make a difference in your career
• Lead hybrid, multi-site contact centres delivering excellence in patient care
• Be part of a transformational journey and drive a high-performance culture
  
  

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

Qscan Group’s National Contact Centre Operations Manager is accountable for driving a high-performing, efficient, and scalable multi-site contact centre function that supports our patients, referrers, and internal teams.

As a deeply experienced Contact Centre Operations Manager, the right candidate will be responsible for leading Qscan Group contact centres’ daily performance, workforce planning, quality assurance, service delivery, and operational improvements, while developing people, optimising cost, and embedding data driven decision making. This newly created role ensures contact centre booking teams are empowered to deliver excellence in customer experience across our growing range of customer service channels.

This position is offered on a Permanent Full-Time basis located in our Clayfield Contact Centre, with regular local and interstate travel to our contact centre sites around the network.

Key Responsibilities

Operational Leadership and Performance Delivery

• Lead and manage day-to-day contact centre operations to meet and exceed service-level targets, including call quality, ASA, abandonment rate, and booking accuracy.
• Ensure all inbound and outbound activity aligns with referral turnaround times, patient accessibility needs, and internal workflow targets.
• Manage multi-site, hybrid teams (onsite, WFH) with strong structure, accountability and flexibility.
  
  

Workforce and Capability Management

• Own workforce planning and forecasting, ensuring correct resourcing and rostering based on volume and skillset requirements.
• Leverage telephony data, channel analytics, and BI insights to identify performance, demand trends, and opportunities for automation.
• Embed workforce agility to flex across modalities, regions, and peak periods without compromising care.
  
  

People Leadership and Development

• Lead, coach and inspire team leaders and frontline teams to deliver high-impact patient and referrer service.
• Implement structured performance management, annual performance development plans including monthly scorecard reviews, 1:1 coaching frameworks, and recognition programs.
• Ensure development pathways and succession planning are in place to build leadership bench strength.
  
  

Customer Experience, Quality and Innovation

• Champion a quality-first culture enabling process adherence, compassionate service, and continuous improvement.
• Partner with QA and training leads to review calls, surface insights, and implement targeted interventions (future state).
• Collaborate with the National CX Manager to embed Voice of Customer (VoC) insights into team coaching and service design.
  
  

Systems, Data and Digital Enablement

• Ensure successful use and optimisation of RIS, telephony platforms, call monitoring, and AI tools.
• Provide timely and actionable reporting on team performance, service delivery, and operational bottlenecks.
• Collaborate with IT, vendors, and the National Customer Experience Manager to lead the implementation of new tools and upgrades.
  
  

Governance, Risk & Compliance

• Ensure policies, privacy, and booking protocols are upheld to meet accreditation and legislative standards.
• Maintain operational documentation and business continuity practices to reduce service risk.
• Identify and escalate operational risks early with remediation plans.
  
  

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).
• Deep experience with Knowledge Management Platforms (LivePro)
• 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, annual flu vaccinations and Fitness Passport.
  
  

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.