Contact Centre Manager

2 weeks ago

Adelaide CBD, Australia SA Government -DEPARTMENT OF TREASURY AND FINANCE Full time

**Department of Treasury and Finance**

**Job reference**: 533828

**Location**: 5000 - ADELAIDE

**Job status**: Ongoing

**Eligibility**: Open to Everyone

Have you been searching for a role that is rewarding and challenges you on a day-to-day basis? Are you ready to learn and succeed in a fast paced environment? If so your next challenge awaits and this could be your opportunity to grow your career

RevenueSA is a welcoming and inclusive workplace, committed to achieving RevenueSA’s purpose. We are positively engaged, we value each other’s contributions, and we share our successes and learnings for the benefit of the community we serve.

We need to attract the best people to our department and invest in their development. It is crucial that our culture positions us as an employer of choice and enables our people to perform at their best.

For more information on the benefits of working for RevenueSA, please go to Careers | RevenueSA

RevenueSA is looking for a proven Contact Centre Manager to supervise the daily operations and personnel in our RevCom Contact Centre aiming for maximum efficiency, quality of service and cost effectiveness. You must be practically minded, organized, reliable and a results-driven professional who can visualize the ‘big picture’ and implement improvements. You must have excellent customer service and communication skills.

This key role will see you managing a customer contact centre focused on providing inbound services, ensuring the delivery of exceptional customer service. To be successful in this pivotal role you will:

- The ability to coach, grow and empower a team whilst fostering a harmonious work environment
- Be responsible for ensuring compliance with advice, procedures and policies are followed
- Experience formulating service targets
- Oversee and contribute to continuous improvement
- Be motivated, proactive with strong problem solving skills
- Ongoing focus on improvement for customer experience, developing processes and procedures in line with customer demand and business requirements
- Continuous improvement and always looking for business improvement for customer experience

**About you**
- Ability to establish and maintain strong relationships with internal and external stakeholders, utilising your influencing and skills to drive innovative solutions and sustainable change
- Possess a strong understanding of a Call Centre environment with a minimum of 2 years’ experience within a service centre leadership role (desirable)
- Proven experience leading a high performing team in a call centre environment
- Demonstrated commitment to best practice
- A strategic outlook with a strong process improvement focus
- Experience interpreting and analysing data
- Proven ability to drive change and manage outcomes
- Experience in the service industry highly advantageous
- Aptitude to select and on-board new team members and train and develop them on how to respond to complex situations and meet key performance indicators
- Ability to work autonomously and foster a positive team environment whilst maintaining a high level of service to customers and operational performance

**Special Conditions**:
The incumbent will be required to:

- participate in the Departmental Performance Management Program
- undertake a General Probity Screening check, and
- may be required to be assigned to other positions at the same remuneration level across the department.

**Remuneration**:
ASO6 - $95 588 p.a. min - $101 109 p.a. max (adjusted accordingly to hours worked)

**Enquiries**:
Todd MacDonald - Acting Manager, Debt and Payment Strategy
Phone: (08) 8226 3116

**Application Instructions**:
**Diversity Statement**:
The Department of Treasury and Finance (DTF) actively promote flexible working arrangements, and is committed to having at least 50% of interviewees for each role being women. At DTF we value and encourage diversity within our workforce, to help us reflect the community we serve.

**Applications close**: 12/06/2023 5:00 PM

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