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Assistant Director - National Call Centre Services

VIC, Other
Posted on 26.07.2017
  • Geelong based
  • Not for profit
  • 6 months contract with further extension

A great opportunity to work closer to home. Lead a team of individuals who want to make a difference in others lives and contribute to society.

Regional VIC

The Assistant Director will be responsible for high level quality, engagement and performance activities to support day to day operations in an expanding network.

You will:

  • Work collaboratively with stakeholders to ensure they are well-informed and are able to access information in order to inform business outcomes.
  • Monitor and ensure business processes and customer service standards are met by the teams to achieve positive outcomes.
  • Demonstrate flexibility and embrace the challenges of working in a complex and changing environment.
  • Contribute practical insights to National Contact Centre performance, monitoring risk and advising on corrective and preventative actions.
  • Undertake research and prepare associated reports, presentations and corporate (Board/Executive level) documentation including the preparation of Ministerial Submissions.
  • Provide guidance and support to the Channel Strategy and Operations Branch and delivery teams, including but not limited to, work allocations, data analysis, performance reports and reference material creation.
  • Liaise with other internal stakeholders to source operating procedures and supporting reference material or providing information as requested.

Responsibilities include:
  • Oversee operational management of high quality NCC services.
  • Manage / Tailor QA strategy specific to NCC operations
  • Identify opportunities to streamline / improve processes
  • Relationship management with service providers to ensure compliance to agreed service standards
  • Conduct environmental scanning to gather information relating to opportunities or risks impacting National Contact Centre performance
  • Prepare and review corporate documentation and briefing papers regarding National Contact Centre for presentation to senior staff, Executive and the Board, including the preparation of Ministerial Submissions.
  • Negotiate with stakeholders to identify and influence process improvement initiatives to support enhanced National Contact Centre service delivery outcomes
  • Identify and influence drivers of customer satisfaction and staff engagement to ensure continuity of high level National Contact Centre service provision

Sounds like something you have been looking for? APPLY NOW or call for further information

To be considered for the role click the 'Apply' button or for more information about this and other opportunities please contact Pallavi Bapna on 03 86804237. Please quote our job reference number: 200170033.

Reference Number: 200170033_1

Contact Details:

How to Apply?

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