Job Description
The Contact Centre Manager will oversee all daily operations of the company's contact centre to ensure maximum efficiency, productivity, and cost-effectiveness. The successful candidate will lead and develop a team of professionals to deliver exceptional and empathetic customer service, particularly within the sensitive EAP field. This role requires an individual with strong strategic vision to optimise workflows, technology, and staff performance to meet organisational goals and provide high-quality service.
The individual is expected to have reliable backup power supply and a strong, stable WiFi connection.
Key responsibilities include operational management, performance monitoring, team leadership, quality assurance, workforce optimisation, budgeting and reporting, technology utilisation, and problem resolution.
About Lyra Health
Lyra Health is the leading provider of mental health solutions for employers supporting more than 20 million people globally.