Service Integration Manager

7 days ago

Brisbane, Queensland, Australia Communities, Housing And Digital Economy Full time

**As the Service Integrations Manager you will**:

- Evolve our contact centre operations by identifying, analysing and participating in business improvement activities.
- Contribute to the successful delivery of relevant projects across SSQ, by providing contact centre expertise and advice to relevant project groups and stakeholders.
- Plan, implement and review operational changes across the branch (e.g., service integration projects, campaigns, and information technology upgrades), to ensure the effective delivery of our services.
- Work closely with the Project Manager, Change Manager and Operations Managers to ensure consistent communications and successful embedding of new capabilities into the contact centre operations.
- Manage and report on service performance, and achievement against Key Performance Indicators (KPIs) to ensure quality service delivery of new services/capabilities.
- Collate, analyse, and report on data to identify trends and make recommendations to stakeholders regarding service integration opportunities.
- Manage and oversee the delivery of new services, business improvements and integrated multi-channel solutions spanning telephone, face-to-face and virtual operations (where possible).
- Have an understanding of the future vision for Smart Service and be able to translate this into communications and engagement activities to support new capability projects and successful service integration into the Contact Centre.
- Supervise and delegate work activities to team leaders and other team members, across SSQ contact centre operations, to ensure the productive and effective utilisation of resources, and the ongoing development of employees.
- Consult and provide recommendations to internal and external stakeholders relating to service integration and process improvements, to assist with effective decision-making and overall service delivery operations.
- Coach, educate and provide guidance to the contact centre team leaders, quality advisors and frontline team members in order to achieve best practice.
- Foster and drive a culture, that encourages change and innovation across the contact centre that encourages, achievement, learning and development, and maximises satisfaction for clients, customers and team members.

Applications will remain current for 12 months.This work is licensed under a Creative Commons Attribution 3.0 Australia License.

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