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Call Centre Operational Support Officer - job post

NSW Health
(part of NSW Government)
3.5 out of 5 stars
North Parramatta NSW
$79,171.07 - $80,966.53 a year - Permanent, Full-time
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Job details

Pay

  • $79,171.07 - $80,966.53 a year

Job type

  • Permanent
  • Full-time

Location

North Parramatta NSW

Full job description

  • Be the backbone of a high-performing healthcare call centre

  • Coordinate fast-paced interpreter bookings across diverse platforms

  • Grow your career in a supportive, purpose-driven health team

Manage operations, coordinate bookings, and build strong call centre performance in a fast-paced Healthcare Interpreter Service environment.

Employment Type: Permanent Full Time
Position Classification: Administration Officer Level 5
Remuneration: $79,171.07 - $80,966.53 per annum
Hours Per Week: 38
Location: Cumberland Hospital

Where you'll be working
Join the Health Care Interpreter Service (HCIS) at Cumberland Hospital, a vital service supporting patient-centred communication across NSW Health. You’ll work in a collaborative team that values efficiency, accuracy, and cultural inclusivity.

  • Support a diverse, multicultural healthcare environment
  • Work within a collaborative, supportive and knowledgeable team
  • Contribute to improving patient care through access to interpreter services
  • Thrive in a dynamic, high-volume call centre setting
  • Access ongoing development and learning opportunities

What you'll be doing
As a key operational support role, you will ensure the smooth, efficient functioning of the HCIS call centre while providing guidance to Customer Service Officers and supporting the Call Centre Coordinator.

  • Coordinate daily call centre operations, bookings, and telephony systems
  • Manage complex interpreter bookings, including rare language sourcing
  • Maintain scheduling systems, rosters, and data accuracy
  • Prepare reports and provide high-level administrative support
  • Act as a key support contact for CSOs, assisting with training and escalation

How to Apply
Apply online by submitting your resume and addressing the criteria listed below by providing examples that demonstrate your ability before the closing date.

Selection Criteria:
1. Demonstrated experience in a supervisory or team leadership role in a high-volume call centre within a call centre or customer service environment, with the ability to manage day-to-day operations including coordinating workflows, monitoring communication systems, and managing competing priorities.
2. Strong interpersonal and communication skills, with the ability to build and maintain effective working relationships with colleagues, internal teams, and external stakeholders to support high quality, patient centred service delivery.
3. Demonstrated high-level organisational and time-management skills, with proven ability to prioritise competing demands, meet deadlines, maintain attention to detail, and perform effectively under pressure while ensuring continuity of service delivery.
4. Experience supporting roster development and maintaining accurate workforce information, with the ability to update scheduling systems in a timely and reliable manner.
5. Well-developed administrative and documentation skills, including maintaining procedures, standard operating documents, knowledge resources, and other materials that support consistent service delivery.
6. Demonstrated experience in the use of call centre systems and telephony platforms, along with strong computer literacy, including Microsoft applications (Microsoft 365 and Excel), and the ability to learn and adapt to complex in-house systems.
7. Experience providing operational support, guidance, or training to staff, particularly within a customer service or call centre environment, with the ability to support the onboarding and ongoing development of new team members.
8. Demonstrated ability to work autonomously and collaboratively, exercising initiative and accountability while contributing positively as a member of a multidisciplinary team.

Requisition ID: REQ673033
Applications Close: 21st July 2026


Need more information?

  • .
  • Review the detailed Position Description for insights into role requirements and criteria.
  • Explore the selection process, employment checks, outcomes and notifications.
  • For inquiries about the role, contact Ailene Valencia-Lim on 9912 3815.
People with disabilities who meet the selection criteria are encouraged to apply; and where required, WSLHD will implement reasonable adjustment consistent with industry standard.

Aboriginal and/or Torres Strait Islander people are encouraged to apply. Stepping Up aims to assist Aboriginal job applicants by providing information about applying for roles in NSW Health organisations. For more information, please visit https://www.steppingup.health.nsw.gov.au/ .

Please note: To be eligible for permanent appointment to a position in NSW Health, you must have an Australian citizenship or permanent Australian residency.

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