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Senior Operations Coordinator
Lyra Health. Monitor real-time queue volumes, break compliance, and call abandonment rates against service-level targets, including a sub-3% abandonment rate and answer-time thresholds .
About the role
Key responsibilities & impact- Monitor real-time queue volumes, break compliance, and call abandonment rates against service-level targets, including a sub-3% abandonment rate and answer-time thresholds
- Build, maintain, and optimise staff schedules, manage leave requests and shift swaps, and ensure continuous operational coverage
- Track staff utilisation, capacity, and availability to forecast short- and medium-term staffing needs
- Identify staffing gaps and coordinate coverage during unexpected absences or high-demand periods
- Maintain operational data, update workforce tracking systems, and generate staffing and attendance reports
- Coordinate with team leaders on communication, best practices, and operational workflows
- Act as an operational contact for administrative or workflow escalations and resolve bottlenecks
- Support operational projects, change-management initiatives, and quality-assurance checks
- Audit operational data for accuracy and compliance, including data privacy and security protocols
- Monitor and distribute complaints and escalations to the Duty Team Lead
- Coordinate training and learning-and-development allocation in alignment with service demands
- Drive the logistical and administrative operations of the clinical operations team, including rosters, shift management, resource allocation, efficiency improvements, and day-to-day administrative tracking
- Partner with Team Leaders on high-volume operational tasks
Requirements
What you’ll need- Several years of experience as operations lead, operations coordination, call centre supervisor, or customer/client operations support
- High comfort level with scheduling, spreadsheets, and data tracking systems
- Exceptional attention to detail
- Strong numerical and analytical skills
- Ability to solve logistical problems quickly under pressure
Benefits
Comp & perks- Benefits will be provided in a manner consistent with applicable law
- Benefits for those located in the UK will be consistent with UK law and may vary from those located in other countries