Contact Centre Operational Excellence Lead

**About the Role**
We have an exciting opportunity for a learning and development professional to join our wonderful contact centre team as our new Contact Centre Operational Excellence Lead. As an expert in the field you will be leading the Contact Centre training and support functions while designing and creating the best way to support our people in their development.

The Contact Centre Operational Excellence Lead is accountable for the design, build, curation, and delivery of training with a focus on risk whilst continually refining the capability agenda for team members and leaders within our Contact Centres in conjunction with broader enterprise capability requirements.

This role will build, integrate, and execute onboarding programs, learning paths, performance support tools (playbooks, content, user guides, conversation guides and minimum expectations) and training/coaching programs for Contact Centre roles ensuring they directly support future operational requirements and strategic objectives of the BOQ Group.

They will be responsible for the central virtual employee knowledge support model with a particular concentration on new to bank employee speed to proficiency.

You will provide valuable input and updates to content for training and knowledge management systems whilst acting as a front door to effective change management processes.

**About you**
You will be a creative design thinker will excellent communication skills and the ability to collaborate to achieve objectives. Ideally you will have a strong understanding of the retail contact centre environment, and minimum of 5 years in a learning function.

You will also demonstrate strong commercial acumen and business awareness, with a focus on relationship building and our customers.

If this sounds like you then we would love to hear from 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.

In 2021 BOQ Group was awarded a Workplace Gender Equality Agency (WGEA) Employer of Choice for Gender Equality citation.

**Our Benefits**
- Flexible working arrangements
- Discounted financial products
- Salary sacrificing options
- Paid parental leave with no minimum
- Paid volunteer days
- Purchase annual leave
- BUPA Corporate Plan
- Employee Assistance Program (EAP)
- A ‘zero tolerance’ to Domestic and Family Violence (DFV) with active support for employees experiencing DFV
- Accessible work support through various practices, systems, office adjustments
- Gym, shopping, technology and travel offers
- 5 employee diversity network groups focusing on; First Nations Reconciliation Council, EPIC (LGBTIQA+), Multicultural, Gender and Early Career.

**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: BOQ01331