Support Stream Queue Lead, Customer Support Call

Location: Melbourne | CBD

Job type: Full time

Organisation: Department of Health

**Salary**: $95,102 - $107,905

Occupation: Administration/Secretarial

Reference: VG/1818759

Exciting opportunity exists to join the Victorian Government biggest shared service operations The Common Corporate Support Branch (CCSB) provides corporate services and associated systems to the Department of Families, Fairness and Housing (DFFH) and the Department of Health (DH) under a shared services arrangement. While we're administratively housed within the Department of Health, CCSB forms part of the corporate services delivery capability of both departments. As a valued member of CCSB you will be accountable for providing the departments’ second-level support of document management, workflow and service management systems, regularly providing advice on changes to policies, strategies, processes and frameworks. You will assist in gathering requirements, testing system enhancements and working with key stakeholders to ensure the systems are fit for purpose. The work is fast paced and would suit an individual who is able to achieve results whilst responding to a rapidly changing environment.

**About the role**:

- Reporting to the Manager Customer Support Call Centre Operations, the Call Centre Operations Support Stream Queue lead is responsible for assisting the branch maintain relationships with suppliers and undertake interactions with key clients and monitor the quality of staff inputs applied to these services from across CCSB meet the service requirements agreed with customers via the DFFH-DH Service Agreement and/or specific projects.
- They will ensure all documentation, including Standard Operating Procedures (SOPs), training materials and advice to customers in relation to the service are regularly updated according to their own monitoring and reporting of service levels, staff and customer feedback.
- The Call Centre Operations Support Stream Queue lead will provide tangible support in the Manager Customer Support Call Centre Operations, regularly providing advice on changes to policies, strategies, processes, frameworks and potential investments relating to it.
- Integral to the success of this position will be your capacity to operate in an environment of change and an ability to drive and implement initiatives and efficiencies that will improve the delivery of services across the department and positively impact the customer service expectation of the department's employees.
- The work is fast paced and would suit an individual who is able to lead a team in achieving results whilst responding to a rapidly changing environment.

**About us**:
At the Victorian Department of Health we want a future where Victorians are the healthiest people in the world. A Victoria where our children and people thrive, our workplaces are productive and safe, and our communities are more connected.

We see it as our job to support Victorians to stay healthy and safe. And to deliver a world-class healthcare system that ensures every single Victorian can access safe, quality care that leads to better health outcomes for all.

**How you'll make a difference**:

- Actively contribute with exceptional expertise in performing key operational support functions, leveraging advanced technical skills to ensure the efficient and successful execution of tasks to meet the demands range of administrative and project support functions, including but not limited to, payroll and payment services, facilities, and assets management; fleet management; technology, information, and records management; procurement and finance.
- Identify and allocate resources, tasks, and responsibilities to meet the stream requirements including the scheduling requirements to ensure efficient operations in the the customer call centre.
- Conduct quality assurance activities to monitor and maintain the accuracy and quality of work delivered by the team.
- Drive process improvement initiatives, including the development and implementation of Standard Operating Procedures (SOPs), to enhance efficiency, streamline operations, and optimise team performance.
- Identify training needs and in collaboration with the Manager Customer Support Call Centre Operations and the Business Support Capability Team Senior Team Leader, develop improvement plans to bridge skill gaps within the team, supporting ongoing professional growth and development.
- Build and maintain positive relationships with peers and other teams to facilitate a partnership approach, foster collaboration, and support the overall goals of the organisation.
- Foster a positive and collaborative culture within the team, promoting engagement, effective communication, and a supportive work environment.

**Suitable applicants will be able to demonstrate**:
To learn more please click ‘Apply' to view the Position Description on the Careers.vic website.

**What we offer**:

- The opportunity to perform meaningful work,