Aps 5 Contact Centre Officer
1 week ago
Our client is seeking to fill an APS 5 officer role within the Contact Centre. This position is on a Non Ongoing basis for an inital 6 months. Location will be in Woden Canberra.
Your duties will include:
- Managing relationships with policy, corporate and program areas for which the Contact Centre provides services, including developing and managing compliance with service agreements
- managing data and collecting, analysing, and preparing reports on workload and performance for internal and external stakeholders
- managing the delivery and support of high-quality technology/telephony services to end users, including identifying system and process enhancements
- managing the Contact Centre financial responsibilities alongside the branch Financial Business Partners (FBPs), including monthly recoveries and accruals, staff financial management and cost projections
- managing information resources for the Contact Centre and working with business partners and customer service teams to understand and implement changes to services
We are looking for people with the below capabilities:
- have demonstrable experience in driving and supporting excellent customer service in a **large customer service centre or similar service environment**:
- clearly communicate in both verbal and written form, displaying a high attention to detail in all their work
- have experience in the collection, analysis and reporting of performance and workload data and metrics
- can work independently as well as productively with others in a dynamic environment and use their sound judgment to solve problems
- identify and progress opportunities to improve services and lead continuous improvement in the delivery of customer service
- develop and maintain productive and responsive working relationships with others to achieve mutual outcomes
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