Principal Advisor Workflow

6 months ago

New Zealand Te Whatu Ora - Health New Zealand Full time

Join Health New Zealand - Te Whatu Ora at a key time of change where you will meaningfully contribute to our kaupapa of creating a more equitable, accessible, cohesive and people-centred health system. This is mahi that will improve the health and wellbeing of everyone in Aotearoa, and we've got an opportunity for you to be part of it.

**Te whiwhinga mahi | The Opportunity**

Our Sector Digital Channels team plays a pivotal role as a catalyst for change in our nationally enabled services. Our mission is to create digital solutions that are both cost-effective and sustainable, revolutionizing accessibility through user-friendly digital self-service options and assisted channels. Through automation and seamless integration, we aim to ease the burden on our workforce.

Our team proudly takes the lead in managing, delivering, and offering unwavering support for all our national external services. These services, curated by Data and Digital, are tailored for entities beyond Health New Zealand - Te Whatu Ora and Manatū Hauora. Additionally, our team champions the development and oversight of APIs that foster interconnectedness across the various systems and services employed by external parties.

**Mōu | About you**

As our Principal Advisor Workflow & Operations, you will work closely with the Manager of Digital Assisted Channels within our amazing Data & Digital Design and Channels team.

In this role, you will champion digital assisted channels, integrating them seamlessly into Health New Zealand - Te Whatu Ora's tech world, making sure they're user-friendly, easily accessible, and bring great value.

You will be our go-to person, utilising your expertise in workflow management and operations to take the lead in the development and delivery of key programmes of work These initiatives will not only boost efficiency but also enhance the experience for our customers and our team.

**Ngā pūkenga me ngā wheako | Skills and experience**
- Experience and knowledge of Workforce Management (WFM) methodologies, systems & technologies.
- Significant experience performing statistical, data analysis and analytical problem solving in an omnichannel environment.
- Experience with omnichannel customer engagement / contact centre software, systems, and processes, ideally Genesys and NICE.
- A working understanding of CRM systems; experience using and contributing to Salesforce is highly desirable.
- Familiarity with reporting and monitoring tools e.g., Datadog.
- Familiarity with PaaS platforms, in particular AWS, Azure and MuleSoft.
- Demonstrated intuition and the ability to balance good process with the need to make clear decisions in demanding situations such as. priority service outages.
- Demonstrated ability to work under tight timeframes and manage competing priorities while remaining resilient under pressure.
- Experience working in the health sector or other Government agency preferred.

**Ka kawea e koe | You will bring**:

- Competency with te ao Māori, tikanga, and te reo Māori or a commitment to starting your journey and taking ownership of your learning and growth.

**Ko te mahi e tika ana mō te ao hurihuri nei | Work that suits today's ever-changing world**

Health New Zealand - Te Whatu Ora supports flexible and hybrid working for our kaimahi. In roles that don't require an in-person element, we encourage you to ‘work from where you are.' We want our national teams to be made up of diverse people from across the motu, just like our health system.

**Tō mātou whakahaere ki te tika, te rerekētanga, me te whai wāhi mai | Our commitment to equity, diversity and inclusion**

Our name, Te Whatu Ora, means ‘the weaving of wellness'. Whatu is the combining together of people, resources, organisations, thoughts and actions for the betterment and wellbeing of all. Whatu is also a direct reference to the pupil of the eye, and the vision required of the new entity and system.

At Health New Zealand - Te Whatu Ora we acknowledge and respect our people's diversity and spiritual needs, ensuring a safe workplace that is a whānau orientated and supportive environment. We are working towards a system that better meets the complex demands of a growing population, addresses the persistent inequalities experienced by Māori and ensures greater access, experience and outcomes for those traditionally not well served by the system - Māori, Pacific and Disabled People.

**Tō tūranga i roto i Te Whatu Ora | Your place in Te Whatu Ora**

**Me pēhea te tuku tono | How to apply

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