Associate Director, Hr Services

This highly successful, customer driven professional services organisation has created a new opportunity for an exceptional “hands on” leader to manage and coach the services team to sustained high performance, exceptional service and superior engagement.Reporting to the COO, you will be responsible for the leadership, coaching and operational management of a team of over 100 people. Your key responsibilities will be:

• Providing leadership – set the pace, standards and drive performance whilst injecting a sense of accountability, fun and engagement. Celebrating the wins along the way.
• Coaching – provide coaching to individuals and teams to improve performance, engagement and service standards encouraging 5-star reviews.
• Workforce planning – understand and build current and future workforce plans (with Head of Workforce Planning) to manage rosters and ensure the right amount of people are working to achieve the targets.
• Data monitoring – interpret daily, weekly, monthly reports to identify where the gaps are and close the gaps with proactive solutions and monitor and celebrate closing the gaps along the way.
• Operational management – provide management reporting as required. Assist with resourcing, engagement etc. and work with relevant HR people to develop and implement pragmatic programs.

As an outcome-orientated, energetic, driven and highly “hands on” leader, you have a track record of building performance, service standards and engagement within large call centre or operational environments with strict monitoring and interpretation of activities and KPI’s. You are passionate about employee relations, with a solid technical understanding of the discipline, combined with strong experience in workforce planning and rostering. You enjoy a non-bureaucratic, fast-paced environment where you tackle multiple priorities, build team capability, enhance productivity, and inject a sense of fun into the workplace. If you are ready to be a driving force in the journey towards excellence, then apply now!For a confidential discussion, please contact Julie Amato at the Sydney office on 02 8256.2572 or click the link below.