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Manager, Business Intelligence (Vpsg6.2)

Department of Health - Melbourne, VIC

Government, Defence & Emergency
Source: uWorkin


The Department of Health plays a critical role in the Victorian health system and is responsible for shaping it to meet the health needs of Victorians into the future. We also lead the Victorian Government's response to the coronavirus (COVID-19) pandemic. Working with our partners, we oversee Victoria's health system including mental health, ageing and aged care and preventive health. We are committed to developing and supporting a workforce that is well equipped and highly motivated to provide responsive and quality services to all Victorians. All jobs can be worked flexibly and we encourage job applications from Aboriginal people, people with disabilities, LGBTQI+ and people from culturally diverse backgrounds and differences to realise the potential of our employees for innovation and delivering services.

Application Closes: 9 April 2021

Role: Manager, Business Intelligence (until June 30 20201) 

Number of vacancies available: 1

Office Location(s): 50 Lonsdale Street/ Work from home

Position Summary:

The Manager, Business Intelligence is responsible for leading and driving the application of contact Centre technology as it relates to channel strategy. Reporting into the Director, Contact Centre Performance and Programs, and with a team of 3, this person will assume responsibility for the application of genesys to the COVID Public Health Contact Centre, including optimizing its performance, introducing digital channels and integrating it with other platforms as appropriate.


  • Responsible for the management and application of Genesys Pure Cloud within the COVID-19 Public Health contact Centre (CPHCC), inclusive of internal and external BPO partners.
  • Ownership for the optimization of genesys within a citizen response context, ensuring the set up is automated, intuitive and easily scalable.
  • Driving integrations as required between Genesys and other applications and platforms such as Salesforce, Azure and Power BI to ensure the needs of the business are being met in terms of data management and citizen experience.
  • Build and manage traditional and digital channels, including input into the overarching channel strategy.
  • Own and drive the technology strategy for the CPHCC in collaboration with business Managers and Directors, ensuring acting as a business partner for the COVID operational owners.
  • Liaise with internal stakeholders across COVID and the public health division in IT, Telephony and COVID operations. Liaise with external partners such as The BPO's, Telstra and Salesforce.
  • Ensure keep abreast of latest developments in contact centre technologies as they relate to citizen experience, risk and compliance, particularly with Genesys, and ensure sharing
  • information as part of strategy formation.
  • Oversee a team of three who are accountable for campaign management, campaign reporting and Genesys account creation.
  • Build strong relationships with stakeholders, providing support and assistance while also providing expert advice on how they can better utilise the available technology to enhance citizen and business needs.


Applicants are encouraged to apply online, submitting a cover letter and a current resume.

Please note: For this position, you are not required to address each of the key selection criteria in a separate written document.

Preferred candidates will be required to complete pre-employment screening, including a national police check and misconduct screening.

Applicants must be an Australian Citizen, Permanent Resident or hold a valid work permit or visa. Work eligibility will be checked as part of the recruitment process.

For further information please visit the Department of Health

Click 'Apply Now' to submit your interest in this position.

Melbourne, VIC

Government, Defence & Emergency


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