Global Connect Contact Centre Manager

About Lyra Health

Lyra Health is the leading provider of mental health solutions for employers supporting more than 20 million people globally. The company has delivered 13 million sessions of mental health care, published more than 20 peer‑reviewed studies, and delivered unmatched outcomes in terms of access, clinical effectiveness and cost efficiency. Extensive peer‑reviewed research confirms Lyra’s transformative care model helps people recover twice as fast and results in a 26% annual reduction in overall healthcare claims costs. Lyra is transforming access to life‑changing mental health care through Lyra Empower, the only fully integrated, AI‑powered platform combining the highest‑quality care and technology solutions.

Role Overview

The Contact Centre Manager will oversee all daily operations of the company’s contact centre to ensure maximum efficiency, productivity, and cost‑effectiveness. The successful candidate will lead and develop a team of professionals to deliver exceptional and empathetic customer service, particularly within the sensitive EAP field. This role requires an individual with strong strategic vision to optimise workflows, technology, and staff performance to meet organisational goals and provide high‑quality service.

Remote Work

The individual is expected to have reliable backup power supply and a strong, stable WiFi connection as these are essential requirements for effectively performing in a remote capacity.

Hours And Flexibility

While this is a full‑time Monday to Friday, 8 hour position, the nature of the work requires a degree of flexibility. The individual should be prepared to occasionally support meetings outside of standard working hours, given the global scope of the team and the 24 hour operational environment, supporting a 24 / 7 / 365 operation.

Key Responsibilities

• Operational Management : Develop, implement, and manage the day‑to‑day activities of the contact centre, ensuring efficient service delivery across all communication channels, including phone, email, and chat.
• Performance Monitoring : Set and monitor key performance indicators (KPIs), such as customer satisfaction (CSAT), call handling times, and resolution rates. Use data analytics to identify trends and areas for continuous improvement.
• Team Leadership : Lead, coach, and mentor contact centre staff, including Case Managers and Care Navigators. Conduct regular performance reviews, identify training needs, and foster a positive, motivating, and high‑performance culture.
• Quality Assurance : Implement robust quality assurance measures to ensure all customer interactions meet the company’s standards for quality and professionalism, particularly when managing sensitive or high‑risk cases in the EAP context.
• Workforce Optimisation : Manage staff scheduling, resource planning, and staffing levels to ensure efficient coverage and service delivery.
• Budgeting and Reporting : Assume responsibility for departmental budgeting, tracking expenses, and preparing insightful reports on performance for senior management.
• Technology Utilisation : Ensure the effective use of contact centre software and technology (e.g., CRM, workforce management tools) and make recommendations for technological improvements.
• Problem Resolution : Act as a first point of escalation for complex customer complaints and difficult cases, especially those with significant clinical or emotional risk.
• Cross‑country Relations : Build solid operational partnerships with other local contact centres and clinical teams to ensure positive and mutually supportive handling of data to day handovers, referrals and enquiries.

Minimum Level Of Experience Required

Equal Opportunity Employer

We are an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex (including pregnancy), national origin, age, disability, genetic information or any other category protected by law.

In accordance with the Employment Equity Act, preference will be given to suitably qualified candidates from designated groups, including persons with disabilities.

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