Contact Centre

**About The Role**
Due to growth within our contracts, we are seeking an experience **Team Leader **within our **Ventia Operations Centre (VOC**) to provide leadership 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 for Ventia.

This is a permanent full-time position based out of our offices in **Cremorne**, Victoria.

**What you’ll be doing**:

- Responsible in ensuring the team provides timely and dynamic deployment of resources on a proactive basis to ensure multiple and at times conflicting priorities are met
- Responsible in ensuring the team provides proactive jeopardy management of all work orders across the project is required to ensure service level agreements are met
- Provide leadership to the Ventia Operations Centre staff in maintaining positive outcomes
- Provide assistance and support to Dispatch/Helpdesk Operators targeting acceptable performance outcomes for the business
- Leading and mentoring of Dispatch/Helpdesk positions with active input and involvement with culture and engagement
- Client facing and liaising with clients for general day to day and Adhoc requests
- Conduct performance and development reviews in Success Factors for direct reports
- First point of escalation - VOC and Customer escalations Ensure the Contract Service Level Agreements contract KPIs specific to the operations and maintenance requirements are met or exceeded.
- Co-ordination of Incident real time analysis, investigations and response effort and environmental risks and hazards. (End-to-end responsibility of emergency faults)

**About You**
Ideally you will have a minimum 2 years’ experience in a leadership role with a sound understanding of the operations and maintenance environment in telecommunications technical service centre or utility industry.

You will also possess:

- Excellent stakeholder engagement skills
- Proficient in the use of MS Office suite and internal reporting and performance management software (Successfactors or similar would be desirable)
- Implementation of process and procedures through effective change management

**What We Offer You**
Not only do we offer a competitive salary and career growth, we have also partnered with some reputable organisations to be able to offer discounts on Health Insurance, Banking (new home loans, credit cards, everyday bank accounts), flights & accommodation, car hire, car leasing and much more.

**How to Apply**

**Position Reference Number: 151493**

**Job Segment**:Call Center, Telecom, Telecommunications, Manager, Information Technology, Customer Service, Technology, Management
- Health insurance