Senior Operations Coordinator

🕒 September 25

🇬🇧 United Kingdom – Remote

⏰ Full Time

🟠 Senior

⚙️ Operations

👻 Ghost score 21%

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Lyra Health

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2015

🏥 Healthcare

⚕️ Healthcare Insurance

☁️ SaaS

💰 $235M Series F on 2022-01

Healthcare • Healthcare Insurance • SaaS

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.

📋 Description

• Monitor real-time queue volumes, break compliance, and call abandonment rates against service-level targets, including a sub-3% abandonment rate and answer-time thresholds • Build, maintain, and optimise staff schedules, manage leave requests and shift swaps, and ensure continuous operational coverage • Track staff utilisation, capacity, and availability to forecast short- and medium-term staffing needs • Identify staffing gaps and coordinate coverage during unexpected absences or high-demand periods • Maintain operational data, update workforce tracking systems, and generate staffing and attendance reports • Coordinate with team leaders on communication, best practices, and operational workflows • Act as an operational contact for administrative or workflow escalations and resolve bottlenecks • Support operational projects, change-management initiatives, and quality-assurance checks • Audit operational data for accuracy and compliance, including data privacy and security protocols • Monitor and distribute complaints and escalations to the Duty Team Lead • Coordinate training and learning-and-development allocation in alignment with service demands • Drive the logistical and administrative operations of the clinical operations team, including rosters, shift management, resource allocation, efficiency improvements, and day-to-day administrative tracking • Partner with Team Leaders on high-volume operational tasks

🎯 Requirements

• Several years of experience as operations lead, operations coordination, call centre supervisor, or customer/client operations support • High comfort level with scheduling, spreadsheets, and data tracking systems • Exceptional attention to detail • Strong numerical and analytical skills • Ability to solve logistical problems quickly under pressure

🏖️ Benefits

• Benefits will be provided in a manner consistent with applicable law • Benefits for those located in the UK will be consistent with UK law and may vary from those located in other countries

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