JOIN US AND LET’S MAKE A BIGGER DIFFERENCE TOGETHER.

Established in 1840, we’re Australia’s first member-owned wellbeing company. Today we have over $1 billion in revenue and provide smart solutions and services to more than 700,000 Australians. We employ over 7000 people and our purpose is to Help People to Thrive.
It’s an exciting time to be joining Australian Unity – we have grown significantly over recent years and are transforming to capitalise on further growth opportunities to help our customers and employees thrive. We operate with commercial principles and with a strong social purpose to create community value. Australian Unity is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

ACCOUNTABILITIES INCLUDE:

• Monitor inbound queues and system dashboards to ensure service levels are maintained throughout the day.
• Identify and respond to spikes in volume, long wait times, and SLA breaches in real time.
• Manage agent schedules, ensuring adherence to planned rosters and efficient coverage across queues.
• Action unplanned leave, late arrivals, and other schedule exceptions promptly to minimize service disruption.
• Provide timely updates to Team Leaders and Operations Managers regarding performance risks or issues.
• Escalate issues impacting performance (e.g. system outages, call spikes, unplanned leave)
• In the case of system outages alert and work with incident management teams to implement BCP processes
• Generate and distribute intraday and end-of-day reports on performance against key metrics (e.g. service level, adherence, occupancy)
• Analyze trends in intraday performance and identify recurring issues or improvement opportunities

• Previous experience in a similar or equivalent role.
• Demonstrated experience using technology and systems to build resource plans and contact strategies
• Demonstrated experience collaborating with stakeholders to support growth and sales initiatives and increase conversion.
• Proficiency embedding and using CRM and telephony systems