Transport for NSW
Job category: Projects
Job location: Dubbo, NSW, AU, 2830
Job reference number: 107686
Employment type: Permanent Full-Time
Salary range: $121,175.0-$135,716.0
In this role
Working as part of a team delivering tier 0 and tier 1 enquiries, transactional processing services and customer support within a high‐volume, multi‐channel contact centre, ensuring strong customer experience and efficient service outcomes.
This role will see you lead and coordinate daily operations, monitor dashboards and queues, allocate resources, resolve complex enquiries, and build team capability through coaching, mentoring and continuous improvement. You'll support service enhancement by strengthening processes, improving systems and embedding best‐practice customer service behaviours across the team.
You will drive service improvements, building efficiencies and stronger customer outcomes in a fast‐paced, regulated environment that requires adaptability, strong decision‐making and the ability to respond to varied and fluctuating service demand.
Your experience managing teams in high‐volume, customer‐centric environments such as contact centres or shared services will see you excel in meeting service levels, balancing competing priorities, coaching staff, and overseeing the delivery of high‐quality customer support.
You're recognised as a strong communicator and people leader, skilled at interpreting performance data, resolving complex customer enquiries, shaping team culture and driving continuous improvement.
You are experienced in using telephony platforms, CRM systems and workforce management tools, and bring strong problem‐solving capability and adaptability to new technologies, processes and service requirements, enabling you to lead teams to quality outcomes and improved service experiences. This role requires the ability to travel, as per role requirements.
Qualifications
Experience managing teams in high‐volume, customer‐centric environments such as contact centres or shared services.
Strong communication and interpersonal skills, ability to coach and mentor staff.
Analytical skills to interpret performance data and drive continuous improvement.
Knowledge of telephony platforms, CRM systems, and workforce management tools.
Adaptability to new technologies, processes and service requirements; ability to travel.
EEO Statement
Aboriginal people and people living with disability are supported throughout the recruitment process and at work, and we encourage you to apply. Visit Supporting Aboriginal People or Supporting People with Disability for more information or speak to your talent team member to arrange any adjustments to how you interact with us.
Transport acknowledges the Aboriginal people of the country on which we work, their traditions, culture and a shared history and identity. We also pay our respects to Elders past and present and recognise the continued connection to country.
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