We are seeking a Team Leader, Contact Centre to join Student Engagement, Administrative Division.
The Team Leader, Contact Centre provides leadership and operational management to ensure service delivery standards are maintained in terms of quality and coverage. This position works closely with other HiQ Team Leaders, Training & Quality Assurance Team, and Student Engagement Managers to oversee the delivery of quality services across HiQ by identifying areas for continuous improvement; staff training and development needs; and coordinating a data driven approach to provide a consistent, efficient and effective service to the university community.
We're offering this role as a hybrid position as part of QUT's commitment to embracing the opportunities created by a more virtual and connected world.
About us
QUT is a major Australian university with a global outlook and a 'real world' focus. We are an ambitious and collaborative institution that seeks to equip our students and graduates with the skills they will need in an increasingly disrupted and challenged world.
Digital Business Solutions (DBS) provides support for staff and students across a range of information and technology services. DBS uses technology to create value for our students and customers through the portfolios of Learning and Teaching, Research and Innovation, and Professional Services. DBS embraces digital transformation as being fundamental to the delivery on the QUT Digital Strategy to enabling QUT's aspirations outlined in the QUT Connections Strategy.
What you need to succeed
* Education, training and/or relevant experience equivalent to postgraduate qualifications or progress to postgraduate qualifications and extensive relevant experience.
* Demonstrated experience in leading, managing and coaching a service delivery team in a high-volume, fast paced, multi-channel complex environment.
* Proven experience in using technologies that support multi-channel support service delivery.
* Strong stakeholder engagement and communications skills including the ability to resolve complex customer service issues.
* Demonstrated ability to analyse and interpret policies, procedures and data and make recommendations for improvement.
Life at QUT
We're committed to building a culture that fosters connection between people and purpose. Beyond personal and professional fulfillment, a career at QUT offers:
As part of our commitment to fostering an inclusive workplace, we proudly support our Indigenous Australians Employment Strategy, aiming for an Indigenous Australian workforce participation of 3.6%. We extend a warm invitation to Aboriginal Australians and Torres Strait Islander people to join us in pursuing a rewarding career at QUT.
We believe that diversity is our strength and are dedicated to creating safe, inclusive spaces where everyone can thrive. We strongly encourage individuals from diverse cultures, ages, linguistic backgrounds, sexual orientations, and gender identities, and those who are living with disabilities to apply for positions at QUT.
At QUT, diversity is not just embraced—it's celebrated. See our commitment.
How to Apply
Discover the possibilities that await with a career at QUT. If you're ready to embark on a journey of innovation and opportunity, we're excited to meet you.
Find out more about this position and submit your application by clicking 'Apply' or the link below.
* Start your application by clicking the "begin" button.
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