Global Connect Contact Centre Manager

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October 24

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Lyra Health

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Healthcare Insurance • SaaS • HR Tech

Lyra Health is a mental health company that partners with organizations to deliver comprehensive and effective global workforce mental health benefits. By providing evidence-based mental health care, Lyra Health boosts employee well-being and drives business impact. Their platform offers high-quality mental health support through a global network of professionals, utilizing AI matching technology to connect members quickly with suitable providers. Lyra Health serves families, couples, adults, and children, offering support for diverse mental health needs. Their programs aim to improve employee health, productivity, and reduce healthcare costs while providing a seamless member experience.

501 - 1000 employees

Founded 2015

⚕️ Healthcare Insurance

☁️ SaaS

👥 HR Tech

💰 $235M Series F on 2022-01

📋 Description

• Oversee daily operations of the company's contact centre to ensure maximum efficiency, productivity, and cost-effectiveness. • Lead and develop a team of professionals to deliver exceptional and empathetic customer service. • Optimise workflows, technology, and staff performance to meet organisational goals. • Manage staff scheduling, resource planning, and staffing levels for efficient coverage and service delivery. • Assume responsibility for departmental budgeting, tracking expenses, and preparing insightful reports on performance for senior management. • Act as a first point of escalation for complex customer complaints and difficult cases.

🎯 Requirements

• Education: A Master’s Qualification in Psychology, Social Work, or an Advanced Counselling qualification from a recognised tertiary education institution is required. • Professional Registration: Must be registered with the HPCSA or SASCCP as psychologist/registered-counsellor or social worker. • Experience: A minimum of 5 years of working experience in mental health/EAP, with at least 2-3 years of demonstrated success acting in a leadership capacity within a contact centre or similar operation. • EAP Experience: Preference will be given to candidates with a proven background and extensive working experience within the Employee Assistance Program (EAP) or workplace mental health field. • Interpersonal Skills: Strong communication, leadership, and interpersonal skills are mandatory for both staff and client interaction. • Analytical Abilities: A strong analytical mindset with the ability to interpret data, identify trends, and make data-driven decisions. • Problem-Solving: Superior problem-solving and conflict-resolution abilities, especially under pressure. • Leadership Style: A hands-on leadership style, capable of motivating and developing a team in a demanding environment, and willing to “get-in-the-trenches” with the team if the need should arise. • Additional Qualifications: Certification as a Certified Call Centre Manager (CCCM) or equivalent is considered an advantage. • Additional Experience: Experience working globally or across different countries and in partnership with other similar operations is considered an advantage.

🏖️ Benefits

• Remote Work: The individual is expected to have reliable backup power supply and a strong, stable WiFi connection. • Hours and Flexibility: While this is a full time Monday to Friday, 8 hour position, the nature of the work requires a degree of flexibility.