Platform Manager - Telephony & Agent Experience

Platform Manager - Telephony &
Agent Experience page is loaded Platform Manager - Telephony &
Agent Experience Apply locations Newcastle, Australia Sydney, Australia Melbourne, Australia time type Full time posted on Posted 7 Days Ago job requisition id JR103163

Let's talk about who we are

The nib Group has a mission and vision of people enjoying better health. Through our success, we aspire to more prosperous and sustainable communities, not only the creation of enterprise value. nib is a trusted health partner, helping members and travellers make more informed healthcare decisions, transact with healthcare systems and generally live healthier lives.

We're looking for people who share this passion and want to be a part of a team that has the appetite and ambition to be extraordinary. Extraordinary comes in different perspectives and experiences. We're committed to an environment where everyone has the autonomy and freedom to be their authentic selves, every day.

Let's talk about diversity, equity and inclusion

We embrace a flexible working environment and welcome candidates that reflect the diversity of the communities in which we operate. We actively encourage Aboriginal and Torres Strait Islander peoples, people living with disability, LGBTQIA+ as well as culturally diverse community members to apply for open roles.

nib Group is committed to creating an accessible recruitment process and employment experience. If you identify as a person living with disability and require adjustments to our online application, recruitment, selection and/or assessment process, or would like this advertise in an alternative format, please contact us at.

Let's talk about this role

As the Platform Manager - Telephony &
Agent Experience, you will be responsible for overseeing and optimising the contact centre technology platform (Amazon Connect) to enhance call centre agent performance and overall customer experience. This role involves applying product and platform thinking to manage telephony systems, ensuring seamless integration and functionality, and improving agent tools and workflows to deliver exceptional service.

Some other key responsibilities of the role include:

• Leading initiatives to streamline and enhance the contact centre technology ecosystem, leveraging your strong technical expertise and business acumen to implement solutions.

• Playing a pivotal role in aligning technology strategies with business objectives and ensuring the platform supports evolving needs of the contact centre.

• Acting as the primary point of contact for telephony and agent experience, collaborating closely with IT, operations and business stakeholders to identify opportunities for improvement.

• Providing thought leadership on contact centre best practices, whilst fostering a culture of continuous improvement within the team.

Let's talk about you

With previous experience managing contact centre telephony systems and technology platforms (e.G., Amazon Connect), other key skills and experience that will set you up for success in this role include:

• Proven experience in enhancing call centre agent tools and workflows.

• Strong background in product and platform management, with a focus on strategic alignment and value maximisation.

• Experience with telephony technologies and integration with other systems.

• Excellent problem-solving skills and ability to navigate complex technical environments.

• Strong communication and collaboration skills, with the ability to work effectively with technical and non-technical stakeholders.

• Track record of delivering high-quality, reliable technology solutions in a contact centre environment.

• Commitment to continuous improvement and staying current with industry best practices.

• Experience with data analytics and leveraging data to drive strategic decisions.

• Experience driving automation initiatives within a contact centre environment.
  

At nib, we recognise that some people may only apply when their education, skills and/or experiences are identical to what an employer is looking for in a candidate. We're always on the lookout for curious individuals who will add to the culture at nib Group - so if this role resonates with you, please apply!

Let's talk about working at nib

Our hybrid working model provides our employees with the flexibility to work from one of our office Hubs and from home based on what works best for them and their team. We make a commitment to come together with purpose and are excited to share moments that matter with one another. OurHubsare purpose built to support focused work, connection, and collaboration with peers. We provide a new starter benefit as well as ongoing financial support to set up and maintain a functioning home workspace. At nib, we're committed to creating a flexible working environment where you're free to be you.

Other benefits to support you at work (and play) include:

• Generous discounts on nib health and travel insurance products including 50% discount on employee health insurance

• The opportunity to give back to the community through paid leave for volunteering through nib Foundation

• Support your better health - whatever that looks for you - through our nib Well Program and corporate fitness discounts

• Access to our employee share plans, short-term incentive program and life and salary continuance insurance benefits

• Benefits to support our diverse workforce with 18 weeks paid parental leavefor all new parents regardless of carer status, 5 days paid cultural leave for First Nations peoples and 4 weeks paid gender affirmation leave for trans, gender diverse and intersex employees
  

The fine print

All your information will be kept confidential according to EEO guidelines. Successful applicants will be required to complete a background check (including criminal history and bankruptcy check) prior to commencement of employment.

We acknowledge Aboriginal and Torres Strait Islander peoples as the Traditional Custodians of the lands where we live, learn and work.

About Us

Who we are

nib Group is a trusted international health partner, empowering our members to make better decisions and improve health outcomes through greater accessibility to affordable health services and information.

nib Group provides health and medical insurance to over 1.6 million Australian and New Zealand residents. We also provide health insurance to more than 190,000 international students and workers in Australia.

In addition, we are Australia's third largest travel insurer and global distributor of travel insurance through our business nib Travel, providing financial protection and assurance to travellers wherever they are in the world

Our Purpose

Our purpose is your better health. We are a trusted partner in helping our members and travellers make more informed healthcare decisions, transact with healthcare systems and generally live healthier lives.