Build the training and knowledge resources that help frontline teams give older Australians clear, confident support.
Design training that supports My Aged Care contact centre teams nationally
6 month fixed-term contract
Hybrid (2 days office), easy commute - Haymarket, near Central Station
About us
At Healthdirect Australia, we help Australians access trusted health information, advice and care through our national virtual health services.
We are a government-owned, not-for-profit organisation. Our services are fast and easy to access through helplines, video calls, apps and websites, and support Australians at every stage of life, including advice about aged care.
About the opportunity
We are seeking a Capability Analyst to drive the development, review and continuous improvement of training materials and training insights for the My Aged Care (MAC) contact centre.
Reporting to the Strategy Lead, My Aged Care, you will analyse performance and capability data to identify gaps and opportunities across our learning products. You will also support the day-to-day maintenance and optimisation of the contact centre’s knowledge management system (KMS), working closely with the Operations Analysts so frontline staff have accurate, accessible and up-to-date information.
You will work with the Workforce Capability Manager, internal subject matter experts and our outsource partner to deliver against the MAC roadmap and meet critical deadlines.
Key Responsibilities
Prepare training activities and resources for the MAC contact centre, including induction, refresher training, policy and process changes, and training for new initiatives
Apply adult learning principles and knowledge of contact centre environments to the design of learning activities and resources
Deliver training sessions where required in the most suitable format, including Train the Trainer sessions, virtual video conferencing and recorded sessions
Work with subject matter experts to keep content accurate and current, and share learning resources with our outsource partner in a timely way
Work with the Workforce Capability Manager to evaluate the effectiveness of training activities and act on feedback
Develop and maintain scheduled and ad hoc training and LMS reporting, and analyse data to identify and quantify continuous improvement opportunities
Process KMS feedback and support the daily maintenance of KMS processes and users, working with the Operations Analysts
Build and maintain strong relationships with internal and external stakeholders to meet MAC roadmap deliverables
About You
You are an experienced learning professional who understands what frontline contact centre teams need to do their best work. You bring strong communication and analytical skills, adjust your approach to suit a wide range of audiences, and use data to inform decisions. You manage competing priorities with ease, take a hands-on approach when needed, and build positive relationships with the people you work with.
What you’ll bring to the role
Certificate IV in Training & Assessment, or relevant qualifications in adult learning, facilitation or e-learning
5+ years of experience designing, delivering and evaluating training programs
Demonstrated ability to create effective training content for onsite, remote and hybrid work settings
Experience creating training content using Articulate Rise or similar software
Experience working in or closely with contact centres
Strong analytical and reporting skills, with the ability to interpret data to inform decisions
Strong communication skills, including clear verbal, written and interpersonal capability
Demonstrated time management and prioritisation skills, and the ability to meet critical deadlines in a fast-paced, dynamic environment
Demonstrated ability to influence stakeholders and drive outcomes, with experience leading or supporting change initiatives
Desirable: experience in the health and/or government sector; an understanding of the…