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Manager, Operational Performance (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: 19 April 2021

Role: Manager, Operational Performance (until 31 December 2021)

Number of vacancies available: 1

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

Position Summary:

The Manager Operational Performance leads a team of 12 who are responsible for the day to day performance of the COVID Public Health Contact Centre (CPHCC). This role has operational decision making and ownership for external BPO partners, but with the internal centre the role is focused on negotiating and influencing skills to provide a consistent and best possible experience for the Victorian public.

This hands-on role will be responsible for operationalizing new work types within the CPHCC, and accountable for the delivery of citizen outcomes and experience by managing a diverse team which includes Workforce Planning, FP, Reporting and outsourced vendor management.

The Manager, Operational Performance serves as the Second in Charge to the Director, Contact Centre performance and Programs, particularly during COVID outbreaks, so requires a high level of strategic and operational know-how around crisis management.



  • Manage the commercial relationships between the department and BPO providers
  • Overall responsibility for the successful operation and leadership of outbound campaigns management across internal and external partner groups including;
  • Overseeing the crisis response for the department in contact centre
  • Ownership of the BPO performance, managing risk and compliance
  • Coach, mentor and develop team of direct reports
  • Manage relationships with key stakeholders across business units
  • Working with key stakeholders within the department to their operations and stakeholder management experience to ensure a smooth daily operational rhythm by keeping all parties informed of changes and challenges.
  • Facilitate the daily management of campaigns to ensure citizen contact management
  • Oversee workforce management and real time adherence, including all COVID contact centres front line rostering
  • Management of tactical plans post-implementation
  • Produce, maintain and distribute daily / weekly / monthly reporting insights, analysis, risks, emerging issues and recommendations
  • Work with relevant business area to establish processes for the outbound campaigns, including forward planning and an overall strategy and process flow


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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