Centre Operations Manager

1 week ago

Canberra, ACT, Australia beBeeServicing Full time $120,000 - $180,000

The role of a Centre Manager is pivotal in ensuring the smooth operation and success of a 24/7 Guardian Centre. Effective management involves efficient scheduling of resources for approximately 80 staff members.

Key Responsibilities:
  • Servicing Excellence: Provide effective management to ensure team performance, delivering high quality standards for customers while adhering to Service Standards.
  • Team Leadership: Manage all Guardian Centre Analysts and Supervisors, ensuring each team member meets agreed standards, including Performance Management of staff where required.
  • Workflow Analysis: Analyse and assess team workflow to ensure appropriate resource allocation across all shifts while observing Service Standards requirements.
  • Ticket Management: Manage the Guardian Centre ticketing system, creating reporting metrics to manage Support Centre performance against agreed OKR's and targets.
  • Crisis Management: Coordinate response to service interruptions, managing incidents according to agreed processes and procedures.
  • Quality Assurance: Establish comprehensive Quality Assurance processes and standards, monitored and reported on to address ongoing issues and performance issues.
  • Communication Frameworks: Ensure regular communication frameworks and activities are in place to communicate with key stakeholders and groups.
  • Performance Management: Implement and manage performance management systems and processes for all staff, including trigger systems for underperformance, corrective training and development plans, and disciplinary action where required.
  • Training Development: Create and implement a training framework and process for all Analysts, providing a consistent and comprehensive training program for all staff and retraining as needed.
  • Employee Onboarding: Develop and implement sickness/call off management, overtime approval, welcome, and internal onboarding processes for all GC staff.
Requirements:
  • Leadership Skills: Proven leadership skills, with experience in managing teams.
  • Analytical Skills: Strong analytical skills, with the ability to assess workflows and make informed decisions.
  • Communication Skills: Excellent communication skills, with the ability to effectively communicate with stakeholders and team members.
Benefits:

This role offers a range of benefits, including opportunities for professional growth and development, a supportive work environment, and competitive compensation and benefits packages.

Other Information:

Please note that this role requires a flexible and adaptable approach, with the ability to work effectively in a fast-paced environment.

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