Operations Centre Leader

3 days ago

Cremorne, Australia Ventia Full time

About The Role

Ventia is seeking an experienced Operations Centre Leader to provide strategic guidance and direction to dispatch/helpdesk teams on a daily basis ensuring performance of key service levels across multiple 24/7 national and state-based projects.

Key Responsibilities:

  • Elevate the team's performance by ensuring timely and dynamic deployment of resources on a proactive basis, thereby meeting multiple and at times conflicting priorities.
  • Ensure proactive jeopardy management of all work orders across the project to guarantee service level agreements are met.
  • Provide leadership in maintaining positive outcomes for Ventia Operations Centre staff.
  • Offer assistance and support to Dispatch/Helpdesk Operators, targeting acceptable performance outcomes for the business.
  • Lead and mentor Dispatch/Helpdesk positions with active input and involvement in culture and engagement.
  • Promote effective communication with clients for general day-to-day and ad-hoc requests.
  • Conduct performance and development reviews in Success Factors for direct reports.
  • Serve as the first point of escalation for VOC and customer escalations, ensuring Contract Service Level Agreements and contract KPIs specific to operations and maintenance requirements are met or exceeded.
  • Coordinate incident real-time analysis, investigations, and response efforts, as well as environmental risks and hazards.

About You

We seek an individual with a minimum of 2 years' experience in a leadership role, possessing a sound understanding of the operations and maintenance environment in telecommunications technical service centres or utility industries.

Your Profile Should Include:

  • Excellent stakeholder engagement skills.
  • Proficiency in MS Office suite and internal reporting and performance management software (SuccessFactors or similar).
  • The ability to implement process and procedures through effective change management.

What We Offer

A competitive salary, career growth opportunities, and a range of benefits including discounts on Health Insurance, Banking services, flights & accommodation, car hire, car leasing, and more. Estimated salary: $120,000 - $150,000 per annum.

Diversity, Equity, and Inclusion

Ventia values diversity, equity, and inclusion, embracing the diverse experiences, talents, and cultures that our people bring to the organisation. We strive to create a safe and positive environment that provides equal opportunities for individuals from all backgrounds.

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