AddressJob details
Position status Permanent Position type Full-time Occupational group Management Classification AO7 Workplace Location Brisbane Inner City Job ad reference QLD/554812/24 Closing date 17-Apr-2024 Yearly salary Fortnightly salary Total remuneration Salary Other Job duration Contact person Neil O'Connor Contact details 07 3211 6184
Access the National Relay Service
- 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.
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.
554812 24 Role Description (Word, 334KB)
