Contact Centre Manager

6 months ago

Brisbane, Australia Bank of Queensland Full time

**About the Role**
The SupportU Team Manager is a complex role, responsible for establishing and managing the following activities, including, but not limited to:

- establishing and managing a multi-brand second level support function
- developing and providing intuitive reporting, for contact centre operational teams to drive uplift in banker performance via targeted and tailored coaching
- communicating opportunities with senior stakeholders and other support functions to bolster existing processes/policies and enhance onboarding/training curriculum
- supporting the evolution of change via our continuous improvement pipeline
- management of escalations and second level complaints support, act as a key liaison with Customer Relations

As SupportU Team Manager, reporting into the Operational Excellence Lead, you will also manage the Knowledge Management artefacts owned by our Customer Contact team, to ensure resources are current and fit for purpose. This is a permanent full-time opportunity.

**About you**

**About Us**
BOQ is one of Australia’s leading regional banks and provides a genuine alternative for Australian financial services customers and employees. Our purpose is to create prosperity for our customers, shareholders and people through empathy, integrity and by making a difference. Our ambition is to be known as the bold challenger bank; with multi-brands that are digitally enabled with a personal touch.

BOQ is passionate about providing opportunities for you to develop your career as we continuously adapt and deliver in a transformational and collaborative environment with a strong focus on community.

BOQ’s Inclusion vision is to foster a workspace that values and leverages difference and creates new possibilities, a place where our people feel confident to bring their best selves to work every day. We embrace difference and believe that our workforce should reflect the customers and communities that we serve.

Since 2021 BOQ Group is recognised as an Employer of Choice for Gender Equality by the Workplace Gender Equality Agency (WGEA).

**Our Benefits**
- Flexible working arrangements
- Discounted financial products
- Salary sacrificing options
- Paid parental leave with no minimum
- Paid volunteer days
- Purchase annual leave
- Discounted private health insurance plan
- Employee Assistance Program (EAP)
- 5 employee diversity network groups focusing on: First Nations Reconciliation Council, Proudly ME (LGBTIQA+), Multicultural, Gender and Early Career
- BOQ Group is a member of Pride in Diversity and a participating organisation in the Australian Workplace Equality Index

**How to Apply**

The Bank of Queensland is committed to diversity and an inclusive workforce. Aboriginal and Torres Strait Islander People are encouraged to apply.

If you are successful for a role with the Bank of Queensland, it is a condition of employment that background screening is completed to ensure that the Bank complies with its obligations under the Anti-Money Laundering and Counter Terrorism Financing Act. These checks may include, but are not limited to: identity, verification, reference checks, criminal background checks, immigration checks, verification of academic qualifications, bankruptcy checks.

Job Reference: BOQ02680

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