Senior Operations Coordinator

1 hour, 38 minutes ago
Full-time
Senior
Operations
Lyra Health

Lyra Health

Lyra Health is a global leader in mental health benefits, connecting companies and employees to world-class therapists and coaches. Their innovative platform offers fast, reliable access to evidence-based care for organizational well-being.

Health Care Providers & Services
1K-5K
Founded 2015
$627M raised

Description

  • Monitor queue volumes, break compliance, call abandonment, and service-level performance targets, including a sub-3% abandonment rate.
  • Build and optimise staff rosters, process leave requests and shift swaps, and maintain continuous coverage.
  • Track utilisation, capacity, and availability to forecast short- and medium-term staffing needs.
  • Identify staffing gaps and coordinate contingency coverage during absences or demand spikes.
  • Maintain workforce data and tracking systems, and produce staffing and attendance reports.
  • Coordinate with Team Leaders to align workflows, communication, and best practices across teams.
  • Handle administrative and workflow escalations, resolving operational bottlenecks.
  • Support operational projects, change initiatives, and quality assurance activities.
  • Audit operational data for accuracy and compliance, including adherence to privacy and security protocols.
  • Track complaints and escalations, coordinate training and learning-and-development allocation, and align resources with service demands.

Requirements

  • Several years of experience as an Operations Lead, operations coordinator, call centre supervisor, or customer/client operations support professional.
  • Strong proficiency with scheduling, spreadsheets, and data-tracking systems.
  • Exceptional attention to detail and strong numerical and analytical skills.
  • Ability to solve logistical problems quickly under pressure.
  • Experience managing high-volume operational tasks and coordinating workforce coverage.

Benefits

  • Benefits are provided in accordance with applicable UK law and may vary by country.

Interested in this position?

Apply directly on the company website

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