AddressCubic Transportation Systems
Company Details:
When you join Cubic, you become part of a company that creates and delivers technology solutions in transportation to make people’s lives easier by simplifying their daily journeys, and defense capabilities to help promote mission success and safety for those who serve their nation. Led by our talented teams around the world, Cubic is committed to solving global issues through innovation and service to our customers and partners.
We have a top-tier portfolio of businesses, including Cubic Transportation Systems (CTS) and Cubic Defense (CD). Explore more on Cubic.com.
Job Details:Job Summary: This role is responsible for the complete end-to-end management of the Contact Centre. This leadership role will provide overall direction and oversight in the areas of performance, P&L management, customer relationships, continuous improvement and employee development for the assigned Customer Support business unit. This position is expected to operate under a low level of general supervision and direction.
Incumbents of this position will regularly exercise discretionary and decision-making authority. Essential Job Duties and Responsibilities:
- Working collaboratively and collectively to achieve organisational vision, goals and objectives now and in the future.
- To lead, develop and coach direct reports both informally and formally, assessing skills ensuring staff are aware of their goals and expected performance levels and providing regular feedback to improve performance.
- Ensure KPI’s are achieved and contractual obligations are met and adhered to.
- Deliver highly effective and efficient business unit operations that maximises value to Cubic and our Customer(s) and achieving and monitoring the agreed budgets.
- Deliver performance, services and customer experiences that drive high customer satisfaction.
- Develop strong customer partnerships acting as the main point of contact with the customer for Contact Centre support.
- Customer support may also be required in the form of resolving patron escalations.
- Create and maintain a high-performance culture that thrives on high quality, efficient customer service and continual process improvement.
Lead, develop and coach staff ensuring all staff are aware of expected performance levels, have the required competencies to perform their role and are motivated to excel and perform at their best. This includes but isn’t limited to: o Implement performance goals with all direct reports and conduct regular 1:1. o Identify and deliver training needs for team members including implementing coaching and succession plans.
o Introduce key performance indicators into measures of accountability and effective reporting solutions. o Effectively apply performance management activity. o Record and positively impact on departmental health indicators including absenteeism and attrition.
o Celebrate team success and build an engaged and motivated team. Use effective reward and recognition leveraging off Cubic reward and recognition programs. o Champion continuous improvement collaboration across team leaders and staff.
o Adherence to the Enterprise Agreement
- Explore and leverage off technology adoption and advancement to automate services and improve scalability.
- Provide support to business developmental opportunities including assisting any new business and facilitating successful project throughput into services operations.
- Provide support to various Cubic departmental units with key skillsets and services in line with Living OneCubic values.
- Accountable for maintaining ISO accreditations as it applies to customer service in the areas of Quality, Security, Safety and PCI/DSS compliance.
- Ensure effective and efficient Workforce Planning services are provided to the Contact Centre for the achievement of KPIs and productive service outcomes.
- Responsibility for the Contact Centre employee life cycle spanning
- Ensure effective and efficient Quality Assurance services are provided to the Contact Centre for the achievement of sustained, inclusive comprehensive quality across all contacts.
- Manage major incidents ensuring process is followed, escalated appropriately and resolved in a timely manner with on call requirements to manage major incidents that occur after hours or on weekends.
Review and post incident review reports and other incident, problem and change metric reports and aid in solving business processes and technical problems as well as ensuring business stakeholders are appropriately notified of key events.
- Ensure the team is compliant with legal, regulatory, Cubic policy and business requirements.
- Bring observations, issues, feedback and solutions from the teams, to be discussed with the services leadership team for appropriate action.
- Provide inputs into monthly Services reporting, ensuring timeframes for this report are met.
- Deliver and support both Contact Centre and Organisational Change Management initiatives.
- Awareness and involvement in industry or benchmarking networks, implementing best practices in customer Contact Centre & service desk management, call handling, customer advocacy and resource management.
- Ensure direct reports and centre visitors are aware of and accept their responsibilities regarding WHSE and comply with their obligations.
- Ensure WHSE are informed of accidents and where required escalate.
- Report all WHSE incidents and potential hazards and other items that are beyond own authority to rectify.
General Duties and Responsibilities:
- Comply with Cubic’s Quality Management System
- Comply with Cubic’s Workplace Health, Safety and Environment policies and procedures
- Comply with security in accordance with established policies and procedures of the organisations
- Comply with Cubic Human Resources Procedures
- Other duties as requested
Minimum Job Requirements: Qualifications (Desirable)
- Tertiary qualifications in frontline management, customer contact and/or project management.
- Qualifications in call centre operations/ customer engagement and / or management.
Skills/Experience/Knowledge
- 8 years’ experience as a customer service Contact Centre Manager/leadership or management.
- The ability to develop and execute departmental business plans building in short term, medium term and long term operational and strategic goals.
- Strong experience in an inbound service environment and possess the drive and maturity to be the Customer’s Advocate within the business.
- Effective management skills and techniques to motivate and drive the team to achieve these objectives.
- Proven successful experience in the design, implementation and transition of new or changed services into business as usual operations.
- Proven capability in leading and developing teams in a growing and dynamic environment
- Demonstrated experience in leading business teams through business change or major transformation
- Demonstrated experience working with SLA’s & KPI’s in a Contact Centre or Service Desk environment
- Commercially astute and financially aware and previous experience managing to a budget or cost/profit centre exposure.
- Experience using Microsoft Project, Word & Excel and Contact Centre packages (CRM, reporting suites).
- Demonstrated knowledge and capability in workforce planning and management in a call centre environment.
- High level experience of interaction both internally and externally with customers and senior management.
- Proven time management and priority setting skills.
Personal Qualities The position is accountable for the formulation of advice and coordination of the operational activities of a Contact Centre and service desk. Independent decision making requirements of the position include:
- Leading line management to ensure high level goals and expected performance levels are achieved
- Capacity to work with discretion & confidentiality when dealing with customer and employee related matters
- Decisions regarding operational matters on a day to day basis
- Political sensitivity
- Commercial acumen and financial awareness
- Emotional maturity and stability
- Able to cope with change and conflicting demands
- An ability to stay calm under extreme pressure
- Able to meet multiple deadlines often with budget constraints
Condition of Employment: Successful outcome of a National Police Check The description provided above is not intended to be an exhaustive list of all job duties, responsibilities and requirements. Duties, responsibilities and requirements may change over time and according to business need.
Worker Type:Employee
