Address
Form of work
About us:
At Unitywater, we operate in a diverse and inclusive environment where no two days are the same. We provide essential water supply and reliable utilities services to the Moreton Bay, Sunshine Coast and Noosa regions that account for 16% of Queensland’s population. Our customers are at the heart of everything we do, and we are proud to service our communities with smart and environmentally sustainable practices.
We think a pretty good job starts here………
About the role:
The Contact Centre Operations Lead will ensure the Contact Centre delivers required performance standards. They will be provide the analytics and program development which will in turn lead to a great customer experience through a variety of customer contact channels which might include; phone, email, web/live chat, face to face (e.g. counter service) and social media correspondence.
This role supports the Contact Centre Manager and wider team by;
- Providing the insights and analysis to understand performance and opportunities for improvement
- Developing the tools and plans to ensure processes, information and learning plans enable staff to exceed customer expectations and achieve organisational goals.
- Managing and playing a lead role in establishing resource requirements, managing risks and identifying rostering opportunities to enable efficient and effective planning.
- Forming and facilitating tactical working groups within the Contact Centre to deliver on project outcomes and realise benefits for the organisation and our customers.
About you:
To contribute to Unitywater’s values of Reliability, Safety, Honesty & Integrity, Efficiency, One Team, Innovation, you will demonstrate the following skills and qualities for the role:
- A minimum of 5 years’ senior leadership experience in a fast-paced environment.
- Demonstrated ability to deliver on corporate, divisional and branch goals.
- Experience in workforce planning – working with budgets, rosters, managing leave requirements.
- Proven track record of success in leadership within a customer service environment, with a commitment to continuous improvement.
- Proven track record of success in managing change and projects.
- Experience in data analysis and creation of reports.
- C Class drivers License.
- Demonstrated ability in leading, mentoring and developing team members.
- Proven experience in leading and supervising a team to achieve outcomes in terms of cost, quality and time, including experience in performance management, on-the-job training and coaching.
- Intermediate level of Microsoft Excel required.
Why is a career at Unitywater a pretty good choice?
Unitywater is one of the largest employers in the region, offering continuous investment in training, diverse career paths, health and wellness benefits, flexible work arrangements and a rewarding environment. We are committed to providing a diverse and inclusive work environment that supports individuals to reach their full potential.
Proudly Unitywater:
We know that we are smarter, better, together. That’s why we are committed to working in a team that values the unique contributions of all our people. At Unitywater we support candidates with all abilities and diverse backgrounds to apply.
It’s a pretty good place to work when you can support the community, focus on sustainability and develop and learn interesting and innovative things.
How to apply:
Please apply online following the links, and make sure to upload your up to date CV.
If you’re successful we will need you to undergo a few checks…. We know they might not be the fun part, but you will need to right to work in Australia and complete relevant pre-employment checks, including verification of criminal history, drivers licence and driving history, alcohol and other drug screening.
Applications close: Friday 23rd February 2024
At Unitywater we are proud to be a Circle Back Initiative Employer – we care about our candidates and commit to respond to every applicant
For further information or to request the position description for this role, please contact the Careers team at *******@unitywater.com
