AddressJob details
Position status Fixed Term Temporary Position type Flexible full-time Occupational group Customer Service/Call centre Classification AO7 Workplace Location Brisbane - North Job ad reference QLD/545550/24 Closing date 29-Feb-2024 Yearly salary Fortnightly salary Total remuneration Salary Other Job duration 6 months with possible extension Contact person Claudio Boveri Contact details Phone: 07 3066 4786
Access the National Relay Service
Some of your responsibilities will include:
- Lead, manage and provide timely and professional advice and support to the Customer Contact Centre to maintain and enhance the Customer Experience.
- Track digital trends, assess their effectiveness in the business and identify the people, processes and technological capabilities required to deliver Customer Experiences that are aligned to TMR business directions. This includes the development of plans for implementation across all channels (for example, Phone, Email, Social Media and Messaging).
- Lead the Customer Contact Centre training function to deliver efficient and effective training to more than 100 agents and support staff across the state. Ensure the training plan manages and integrates both traditional and contemporary communication channels efficiently.
- Maintain the Customer Contact Centre Knowledge Management site to ensure the provision of timely and relevant content to assist agents respond to queries efficiently and aligns with other TMR knowledge management systems.
- Manage CSB's partnership with Smart Services Qld (SSQ) at an operational level to provide seamless and efficient customer services across both voice and digital channels.
Requirements of the role
- Experience in leading complex initiatives that improve and enhance the Customer Experience across CCC communications channels.
- Experience in relationship management across both internal and external stakeholders focused on delivering positive outcomes against agreed programs of work.
- Enthusiastic communication style and interpersonal skills that supports an effective team spirited working environment.
- Knowledge of contemporary training techniques and knowledge management systems with relation to a modern contact centre environment.
Applications to remain current for 12 months.
Further information
We are committed to building inclusive cultures in the Queensland public sector that respect and promote human rights and diversity.
Please ensure you download all attachments and follow the instructions on how to apply.
Documents
Before applying for this vacancy please ensure you read the documents below.
- applicant-guide (PDF, 255KB)
545550-24 Role Description (Word, 517KB)
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