Address Continually evaluate the Contact Centre's processes, outcomes and staffing requirements to align service delivery to the strategic objectives of the organisation
Build capability of each team member through demonstrated competencies in frontline management techniques including mentoring, coaching and performance feedback.
Report to senior management on proposed system enhancements, performance data and integrated customer experience metrics/feedback to facilitate meaningful insights in enhanced service delivery.
Ensure all policies, procedures and work instructions necessary for the operation of Contact Centre functions are developed, implemented and monitored on a continual basis including Business Continuity Planning.
Oversee the recruitment, orientation and development of Contact Centre officers and ensure delivery of training programs for customer experience representatives to update job knowledge and enhance skills.
Comply with and utilise contemporary human resource practices and policies including workplace health and safety, ethical behaviour, equal employment opportunity, anti-discrimination, and the Department of Justice and Attorney-General and Blue Card Services' Codes of Conduct.
Applications to remain current for 12 months.This work is licensed under a Creative Commons Attribution 3.0 Australia License.
