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February

Contact Centre Manager

Government of South Australia - Adelaide, SA

Customer Service & Call Centre
Source: uWorkin

JOB DESCRIPTION

Department of Treasury and Finance
Job reference: 425779
Location: 5000 - ADELAIDE
Job status: Ongoing
Eligibility: Open to Everyone

Have you been searching for a role that is rewarding and challenges you on a day-to-day basis? Are you ready to learn and succeed in a fast paced environment? If so your next challenge awaits and this could be your opportunity to grow your career!

RevenueSA is looking for a proven Contact Centre Manager to supervise the daily operations and personnel in our RevCom Contact Centre aiming for maximum efficiency, quality of service and cost effectiveness. You must be practically minded, organized, reliable and a results-driven professional who can visualize the ‘big picture’ and implement improvements. You must have excellent customer service and communication skills.

This key role will see you managing a customer contact centre focused on providing inbound services, ensuring the delivery of exceptional customer service. To be successful in this pivotal role you will:

  • Have proven management experience leading and developing a team in a call centre environment handling customer services enquiries via phone and email
  • The ability to coach, grow and empower a team whilst fostering a harmonious work environment
  • Be responsible for ensuring compliance with advice, procedures and policies are followed
  • Experience formulating service targets
  • Oversee and contribute to continuous improvement
  • Be motivated, proactive with strong problem solving skills
  • Ongoing focus on improvement for customer experience, developing processes and procedures in line with customer demand and business requirements
  • Continuous improvement and always looking for business improvement for customer experience

About you

  • Ability to establish and maintain strong relationships with internal and external stakeholders, utilising your influencing and skills to drive innovative solutions and sustainable change
  • Possess a strong understanding of a Call Centre environment with a minimum of 2 years’ experience within a service centre leadership role (desirable)
  • Proven experience leading a high performing team in a call centre environment
  • Demonstrated commitment to best practice
  • A strategic outlook with a strong process improvement focus
  • Experience interpreting and analysing data
  • Proven ability to drive change and manage outcomes
  • Experience in the service industry highly advantageous
  • Aptitude to select and on-board new team members and train and develop them on how to respond to complex situations and meet key performance indicators
  • Ability to work autonomously and foster a positive team environment whilst maintaining a high level of service to customers and operational performance

Special Conditions
Some out of hours work and intrastate and interstate travel may be required.
The incumbent will be required to participate in the Departmental Performance Management Program.
The incumbent may be required to be assigned to other positions at the same remuneration level across the department.
The successful applicant will be required to undertake a General Probity Screening Check.

Remuneration:
ASO6 - $92 784 p.a. min - $98 143 p.a. max (adjusted accordingly to hours worked)

Enquiries
Di Barry – Manager, Property Services
Phone: 8207 2108 or Email: dtfrevsahumanresources@sa.gov.au
Website: www.revenuesa.sa.gov.au

Application Instructions
All applications must be submitted online by clicking on 'Apply' and following the instructions. Please include a current CV (with two referees, one being your current manager) and provide a cover letter addressing the essential minimum requirement of the role including relevant experience and examples.

Late/incomplete applications or those that do not address the essential requirements criteria will not be considered.

Diversity Statement
The Department of Treasury and Finance (DTF) actively promote flexible working arrangements, and is committed to having at least 50% of interviewees for each role being women.
At DTF we value and encourage diversity within our workforce, to help us reflect the community we serve.


Applications close: 28/02/2021 5:00 PM

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