Guardian Centre Manager

4 days ago

Canberra, Australia Seeing Machines Full time

The Guardian Centre Manager is responsible for the effective management and successful operation of a 24/7 Guardian Centre. This involves effective and efficient scheduling of all resources for a team of approximately 80 staff, providing Quality Assurance (QA) on staff output, ensuring that all SLA's are met, maintaining effective communication across the 24/7 operation with staff and customers, managing effective performance management processes, designing, and coordinating the delivery of training for staff and ensuring the timely reporting of system errors.
The Guardian Center is responsible for reviewing events detected by the Guardian system. These events consist of fatigue, distraction, and field of view detections from drivers across the world. The Guardian Center is responsible for viewing and classifying approximately 1.6 million events per month.

**In this role, you will**:

- Provide effective management of the Guardian Centre ensuring the team is resourced efficiently, within budget and delivers the agreed Service Standards whilst maintaining high quality standards for Guardian customers
- Manage all Guardian Centre Analysts and Supervisors, ensuring each team member is performing to agreed standards, including Performance Management of staff where required
- Analysing and assessing the team workflow to ensure appropriate allocation of resources across all shifts whilst observing the requirement to meet agreed Service Standards
- Manage the Guardian Centre ticketing system includingusing the ticketing system to create reporting metrics to manage the Support Centre performance against agreed OKR's and targets
- Manage any service interruptions, coordinating response in accordance with agreed processes and procedures
- Ensure comprehensive Quality Assurance processes and standards are in place, monitored and reported on to address any ongoing issues and performance issues
- Ensure effective and regular communication frameworks and activities are in place to communicate across all key stakeholders and groups
- Ensure effective performance management systems and processes are in place for all staff including trigger systems for underperformance, corrective training and development plans and disciplinary action where required
- Create, implement, and manage a training framework and process for all Analysts ensuring that a consistent and comprehensive training program is provided for all staff and retraining is undertaken as required on a regular basis. Specifically responsible for coordinating the efficient delivery of training to new Analyst team members and Supervisors
- Create, implement, and manage a sickness/call off management process for all GC staff
- Create, implement, and manage an overtime approval process for all GC staff
- Create, implement, and manage a welcome and internal onboarding process for all new GC staff
- Design, deliver and maintain technical support training and other documentation (i.e., Knowledge Base articles) for all Guardian Centre Analysts. Specifically responsible for coordinating the efficient delivery of training to new Support team members and Supervisors
- Facilitate regular meetings with Supervisors to provide feedback and updates

About you
We value the breadth and depth of experience that our people bring to their work. We are seeking people with a good mix of technical competency and personal capability. Specifically, we are looking for people with:

- Degree in Management, IT or related technology field and/or
- A minimum 2 years' management experience in a call or monitoring centre, customer service, or similar
- At least 2 years' experience in a technical support role, including demonstrated experience in network, hardware and/or software support
- Experience leading and managing teams, managing shift schedules, and delivering training
- Proficient in MS Office (Word, Excel, PowerPoint, etc.) and Windows Operating System
- Excellent verbal and written communication skills with a proven ability to present technical information to a customer in a non-technical manner.
- Excellent attention to detail and a demonstrated commitment to quality management and improvement
- Ability to work effectively in a team, leading and inspiring a team to deliver quality outcomes
- Excellent organisational skills with a demonstrated ability to work proactively in a rapidly changing environment, setting priorities and meeting deadlines
- Ability and desire to continuously understand and learn new skills of a technical nature
- Strong problem-solving skills and ability to think creatively and analytically with non-standard tasks
- Commitment to managing and handling privacy data and information with care and integrity

Why Seeing Machines
- Work with inspiring people - we are proud to have a team of experts in their field, we invent, innovate, and collaborate
- Work flexibly - we encourage our people to manage their work and personal lives to achieve a balanced outcome
- With o

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