Service Centre Manager
2 weeks ago
**Key responsibilities include**: - Lead, develop and supervise a team of Customer Service Advisors (Counters) to ensure work is completed effectively and to support the achievement of Key Performance Indicators. Undertake administrative and plan and manage workforce resourcing activities for the QGSC to provide effective and efficient counter service delivery outcomes and ensure staff comply with Smart Service Queensland's policies and procedures. Provide effective and quality revenue management to enable the organisation to meet its strategic, business, and operational objectives. Provide feedback to stakeholders on policy and legislation issues to improve systems and to create efficiencies. Manage and guide team members, clarifying performance expectations and ensuring team values which drive high quality and customer service standards are reinforced. Manage workloads locally including peak periods, staff leave and the coordination of a rotational pool. Serve at counter to ensure coverage over peak periods, lunch cover and unplanned/planned leave. Monitor workforce tools, for the customer service team, to track performance, respond to situations and ensure service delivery standards are maintained. Proactively plan recruitment and the delivery of structured training to ensure staff have the capabilities to meet demands and productivity requirements. Develop operational and individual performance plans to support the delivery of services. Manage escalated customer enquiries, to ensure an effective service is delivered on behalf of Smart Service Queensland. Continuously evaluate QGSC operations to identify, resolve and make recommendations on processes and service delivery practices to increase the effectiveness and efficiency of the centre. Develop, implement, and review procedures and practices to enhance service delivery and improve the operations of the QGSC, monitoring handover points and ensuring that these are effectively managed. Monitor and respond to technical support requests, by trouble shooting, to assist with the effective follow up and resolution of issues. Monitor and track KPI's for customer service staff, to ensure service delivery standards are met. Conduct staff evaluations and achievement planning activities for customer service team members, to ensure that centre benchmarks are being met, career paths are identified and the ongoing development of Smart Service Queensland's capability. Manage vendors to support the effective delivery of the QGSC in accordance with Smart Service's policies and procedures. Manage QGSC financial processes in accordance with Smart Service Queensland's Financial Management Practice Manual. Liaise with internal stakeholders, regarding customer service advisor performance information and statistics, in order to facilitate the exchange of information, support decision making processes, and assist in the effective monitoring of staff. Coach and develop others, through the sharing of knowledge and expertise to support the ongoing improvement and development of staff. Promote change initiatives within the service centre environment, in order to foster and contribute to a culture of growth, continuous improvement anddevelopment. Maintain consistent levels of quality and productivity in the processing team, to contribute to Smart Service Queensland's positive and progressive culture.
Applications will remain current for 12 months.This work is licensed under a Creative Commons Attribution 3.0 Australia License.
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