About Lyra
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.
We are seeking a detail-oriented and analytical Operations Lead to drive the logistical and administrative engine of our clinical operations team. This role focuses on the mechanical aspects of the department—including rosters, shift management, resource allocation, driving efficiencies and day-to-day administrative tracking—to ensure our workforce is optimally deployed to support our clients and staff.
This role serves as a key partner to the Team Leaders, handling high-volume operational tasks.
Key Responsibilities:
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Service Level Agreements: Actively monitor real-time queue volumes, break compliance, and call abandonment rates to ensure adherence to established performance targets, such as maintaining a sub-3% abandonment rate and protecting answer time thresholds.
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Shift Management & Rostering: Build, maintain, and optimise staff schedules, managing leave requests, shift swaps, and ensuring continuous operational coverage across teams.
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Resource Planning & Forecasting: Track staff utilisation, capacity, and availability to forecast short-term and medium-term staffing needs.
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Contingency Scheduling: Rapidly identify staffing gaps and coordinate with team leaders or temporary resources to secure coverage during unexpected absences or high-demand periods.
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Administrative Operations: Maintain accurate operational data, update workforce tracking systems, and generate reports on staffing metrics and attendance.
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Cross-Team Coordination: Partner with team leaders to ensure consistent communication, shared best practices, and aligned operational workflows across all teams.
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Escalation & Process Management: Serve as an operational point of contact for administrative or workflow escalations to resolve bottlenecks.
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Project Support: Support with operational projects, change management initiatives, and quality assurance checks across the department.
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Operational and Service Compliance: Conduct regular audits of operational data to maintain high standards of accuracy and compliance. Monitor adherence to data privacy and security protocols when handling sensitive departmental information.
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Complaints and Escalation: Monitor and track incoming complaints and escalations, and promptly distribute them to the Duty Team Lead for investigation and rapid response.
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Training/L&D allocation: Coordinate training and L&D allocation among team members, identifying the appropriate resources and the best times for training in alignment with service demands.
Required Experience & Qualifications:
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Experience: Several years of experience as operations lead, operations coordination, call centre supervisor, or customer/client operations support.
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Technical Proficiency: High comfort level with scheduling, spreadsheets, and data tracking systems.
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Skills: Exceptional attention to detail, strong numerical and analytical skills, and the ability to solve logistical problems quickly under pressure.
