Operations Manager Contact Centre

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Operations Manager Contact Centre

Business Unit/Division: Driver and Vehicle Services
Location: Innaloo
Position Number: 26834
Salary: Level 6 $107,096 - $118,028 p.a. - PS CSA A 2022
Work Type: Fixed Term - Full Time
Closing Date: 2023-04-04 3:00 PM
Attachments: -
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The future of transport?

Be part of it

Working for the Department of Transport (DoT) gives you the opportunity to play a part in connecting the people of Western Australia. We are a progressive organisation. We are leaders in providing safe, accessible, sustainable and efficient transport services and solutions that promote economic prosperity and enhance the lifestyles of all Western Australians.

There has never been a more exciting time to join our team and be part of the future of transport.

The Opportunity

We have a fantastic opportunity for an experienced and personable Operations Manager to lead our contact centre customer service teams.

As a Contact Centre Operations Manager, you will oversee the day to day operations of the Contact Centre and its front line customer service teams. This includes managing performance, roster and agreed service levels, and assisting with preparation of the annual business plans for the centre and reporting on operations performance against key metrics.

The successful applicant will demonstrate a genuine commitment to the Department’s values when developing and maintaining productive stakeholder relationships and addressing conflict situations. You will be a natural leader that focuses on the development of their team and actively involves them in the problem solving and decision-making process. You will have a focus on continuous improvement of service delivery and delivering outcomes successfully, managing competing demands of time, cost, risk, and quality.

This is a 6-month fixed term contract opportunity, with the possibility of extension or permanency.

The attached job description form (JDF) will provide a full outline of the role, responsibilities and selection criteria. This information will assist you with the preparation of your application.

Applicants found suitable but not recommended for this vacancy, may be considered for subsequent similar vacancies for up to 12 months from this process finishing.

We need someone who can

• Empower staff to think innovatively and develop creative solutions
• Demonstrate open two-way communication with employees, colleagues and stakeholders and ability to cultivate strong, productive working relationships and partnerships
• Achieve results by managing competing demands and setting realistic and challenging goals
• Set clear expectations and celebrate success in addition to providing feedback on performance

Successful applicants will be required to provide a satisfactory National Police Clearance before commencing employment.

You can expect

• Exciting and challenging strategic projects that will shape the future of transport
• A highly experienced and motivated team and support from senior level peers
• The opportunity to fully utilise your expertise and develop your career within a dynamic and forward-thinking organisation
• A competitive salary, and 10.5% employer contributed superannuation and salary sacrifice options

How to apply

The attached applicant information pack and job description form (JDF) will provide a full outline of the role, responsibilities and selection criteria. This information will assist you with the preparation of your application.

We require you to submit:

• A detailed CV that clearly outlines the skills and experience you have gained in relation to the job description; and
• A covering letter (maximum two (2) pages) outlining your relevant experience and what you can bring to this role.

Documents should be saved in .doc or .pdf format - applications in other formats that cannot be opened will not be assessed.

Please ensure you allow sufficient time to submit your application, as late applications will not be accepted.

Click the “Apply for Job” button located on the bottom of this page to submit your application.

As part of the selection process, applicants must be willing to obtain a National Police Check.

The DoT may conduct further search activities or extend the closing date, if required to supplement the field of applicants.

Any questions?

For a confidential conversation about the role, please contact Pranshu Chhabra, Manager Customer Contact Centre on 0412 032 014.

If you have any questions regarding submitting your application or would like more information on the recruitment process, please contact our Recruitment Team on (08) 6551 6888.

Equity and Diversity Statement

The Department of Transport promotes diversity and a workplace that is free of discrimination. People from culturally diverse backgrounds, Aboriginal Australians and people with a disability are encouraged to apply.

Subsequent Vacancies

Applicants found suitable but not recommended for this vacancy, may be considered for subsequent similar vacancies in the Department of Transport for up to 12 months from this process finishing, in accordance with Part 2 of the Commissioner’s Instructions No. 39: Interim Arrangements to Fill Public Sector Vacancies.

We have a great culture and live our values of Collaboration, Wellbeing, Adaptability, and Accountability.