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6 weeks of annual leave Hybrid working model Subsidised private health insurance and discounts on our products and services Service Optimisation Lead Are you a passionate change advocate with a knack for data-driven insights and advanced technology platforms? We''re looking for a Service Optimisation Lead to champion continuous improvement across our contact centre. If you''re experienced with Genesys Cloud (or similar telephony platforms), thrive on optimising member experiences, and love working at the intersection of technology and customer service, this could be your next big opportunity. What we have to offer? We at Teachers Health have a lot to offer, 6 weeks of annual leave Hybrid working model Subsidised private health insurance and discounts on our products and services Fantastic central location in Surry Hills Employee well-being programme An annual corporate wardrobe allowance 18 weeks paid parental leave for eligible employees Additional long service leave Who are we? Teachers Health was created by teachers for teachers over 70 years ago and is the only health fund exclusively for the education community. As a not-for-profit health fund, we exist for our members covering the lives of over 400,000 teachers, education staff & their families. What will you do? / How will you help? As our Service Optimisation Team Leader, you will: Own and evolve the Genesys Cloud platform to align with business goals Drive the adoption of new platform features to enhance efficiency and experience Leverage speech-to-text analytics and sentiment insights to optimise service Collaborate across teams to streamline processes and improve member journeys Configure IVR and workflows for better engagement and satisfaction Partner with vendors to get the most out of our technology stack Lead change management efforts to ensure smooth transitions Stay ahead of the curve with AI, automation and self-service trends Actively manage, coach and support a small, high-performing team Contribute to agile delivery cycles and continuous improvement sprints What do you need? /What are we looking for? Were looking for someone who brings a mix of technical expertise, leadership, and a customer-first mindset: Proficiency in Genesys Cloud or similar platforms (IVR, analytics, automation) Strong analytical, problem-solving, and data interpretation skills Excellent communication and stakeholder engagement abilities Change management experience and the ability to lead through transformation Experience using insights to improve service performance Familiarity with knowledge management tools (e.g., Livepro) Experience in a contact centre or customer service environment Leadership experience with a collaborative, coaching approach Nice to have: Lean Six Sigma or similar process excellence qualification Bachelors degree in a relevant field How do I apply? Click APPLY NOW to submit your updated CV, along with an optional cover letter or a 60-second introduction video sharing why youd be a great fit for the role. Teachers Health values diversity and inclusion and encourages applications from people with diverse backgrounds including First Nations people, people with disability, people from diverse cultural and linguistic backgrounds, and people that identify as LGBTQIA. Applicants can request an adjustment at any stage during the recruitment process by getting in touch with