Service Integration Manager

3 days ago

Brisbane, Australia Communities, Housing and Digital Economy Full time

**As the Service Integrations Manager you will**:

- Evolve our contact centre operations by identifying, analysing and participating in business improvement activities.
- Contribute to the successful delivery of relevant projects across SSQ, by providing contact centre expertise and advice to relevant project groups and stakeholders.
- Plan, implement and review operational changes across the branch (e.g., service integration projects, campaigns, and information technology upgrades), to ensure the effective delivery of our services.
- Work closely with the Project Manager, Change Manager and Operations Managers to ensure consistent communications and successful embedding of new capabilities into the contact centre operations.
- Manage and report on service performance, and achievement against Key Performance Indicators (KPIs) to ensure quality service delivery of new services/capabilities.
- Collate, analyse, and report on data to identify trends and make recommendations to stakeholders regarding service integration opportunities.
- Manage and oversee the delivery of new services, business improvements and integrated multi-channel solutions spanning telephone, face-to-face and virtual operations (where possible).
- Have an understanding of the future vision for Smart Service and be able to translate this into communications and engagement activities to support new capability projects and successful service integration into the Contact Centre.
- Supervise and delegate work activities to team leaders and other team members, across SSQ contact centre operations, to ensure the productive and effective utilisation of resources, and the ongoing development of employees.
- Consult and provide recommendations to internal and external stakeholders relating to service integration and process improvements, to assist with effective decision-making and overall service delivery operations.
- Coach, educate and provide guidance to the contact centre team leaders, quality advisors and frontline team members in order to achieve best practice.
- Foster and drive a culture, that encourages change and innovation across the contact centre that encourages, achievement, learning and development, and maximises satisfaction for clients, customers and team members.

Applications will remain current for 12 months.This work is licensed under a Creative Commons Attribution 3.0 Australia License.

  • Manager, Integration Services

    2 weeks ago

    Brisbane, Australia ClearCompany Full time

    Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services. Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results....

  • Service Integration and Management

    20 hours ago

    Brisbane, Queensland, Australia Flight Centre Careers Full time $80,000 - $120,000 per year

    At Flight Centre Travel Group (FCTG) our purpose is to 'open up the world for those who want to see'. Every day, we give people all around the world the opportunity to experience something really amazing – travel As the SIAM Practice Manager you will play a critical governance and oversight role in managing and ensuring the effective integration and...

  • Service Integration and Management

    14 hours ago

    Brisbane, Queensland, Australia Flight Centre Careers Full time $104,000 - $160,000 per year

    Various FCTG Head Office LocationsAt Flight Centre Travel Group (FCTG) our purpose is to 'open up the world for those who want to see'. Every day, we give people all around the world the opportunity to experience something really amazing – travel As the SIAM Practice Manager you will play a critical governance and oversight role in managing and ensuring...

  • Integration Specialist

    5 days ago

    Brisbane, Australia Queensland Police Service Full time

    The Mobile Capability Centre (MCC) is responsible for the end-to-end delivery of mobile services to the QPS and is an industry leader in mobility within the public safety sector. With close to 10,000 mobile devices deployed to sworn officers across the state, the MCC seeks to continue the digital transformation for the police and community safety portfolios,...

  • Principal Service Integration Lead

    5 days ago

    Brisbane, Australia Queensland Ambulance Service Full time

    We are seeking applicants who, within the context of the role responsibilities, possess the following key attributes: - High level knowledge of relevant digital and ICT legislation, policies, and procedures with a demonstrated ability to provide specialist expertise and advice within a complex organisation. - Demonstrated high level knowledge and...

  • Service Integration Coordinator

    1 week ago

    Brisbane, Australia Queensland Health Full time

    About the role The role of Service Integration Coordinator will focus on improving collaboration between government agencies, non - government organisations and private sector providers and will assist in facilitating the delivery of a coordinated, multi-agency support response for consumers. The Service Integration Coordinator will work directly with...

  • Manager, Integration and Identity

    3 days ago

    Brisbane, Australia Queensland University of Technology Full time

    $130,932 to $146,444 - Ongoing, full-time - Kelvin Grove **Who are we looking for?** Queensland University of Technology (QUT) is seeking a Manager, Integration and Identity to join Digital Business Solution, Administrative Division. The Manager, Integration & Identity role within the Digital Business Solutions (DBS) division offers a unique opportunity...

  • Inspection and Integrity Manager

    5 days ago

    Brisbane, Australia Arrow Energy Full time

    **About Us** At Arrow, we explore and develop gas fields, produce and sell coal seam gas and generate electricity. We have operations across the Surat and Bowen basins, based in Dalby and Moranbah respectively, as well as our corporate headquarters in Brisbane. Our vision is to be the most competitive and respected developer of unconventional gas value...

  • Manager Engagement and Integration

    7 days ago

    Brisbane, Australia Queensland Health Full time

    The Manager, Engagement and Integration in the Department of Health will be responsible for developing and maintaining strategic partnerships and facilitating integration across the Supply Chain Branch to ensure a high quality, resilient and reliable supply chain service is provided to our customers. The role is crucial in enhancing our Branch's reputation...

  • Manager Systems Integration

    1 week ago

    Brisbane, Australia Queensland Government Full time

    Key Responsibilities Follow defined service quality standards, occupational health and safety policies and procedures relating to the work being undertaken in order to ensure high quality, safe services and workplaces. Set technical directions for the use of middleware and other integration type technology to be used across enterprise systems and...