THE ROLE
As Operations Manager you will lead and be responsible for a team of Team Managers to implement, manage and monitor strategies to meet call centre performance indicators and deliver new business initiatives. The Operations Manager is also responsible for the operations of the Call Centre, including the management of work and roster systems to ensure service targets are met.
ACCOUNTABILITIES INCLUDE
* Manage and ensure the development and management of systems to monitor and report the outcome of Key Performance Indicator's (KPI's) for the Housing Call Centre.
* Manage, monitor and ensure the analysis of data to provide accurate feedback to call centre managers and customer services officers, to improve service outcomes for clients of the Housing Call Centre.
* Be responsible for the compilation of the monthly Call Centre performance report.
Please open the position description to read more.
HOW TO APPLY
Applicants are encouraged to apply online. Attachments can be uploaded in .doc, .docx, .pdf, .txt or .rtf formats.
Applicants are required to submit a CV and Cover Letter (max 2 pages) outlining their suitability to the role in line with the Key Selection Criteria.
Applicants must be an Australian Citizen, Permanent Resident or hold a valid work permit or visa. Work eligibility will be checked as part of the recruitment process.
Preferred candidates will be required to complete pre-employment screening, including a national police check and misconduct screening.
For more information on working with us and our recruitment process, please visit Department of Families, Fairness and Housing Victoria | Jobs (www.dffh.vic.gov.au/jobs)
Please apply to submit your interest in this position.