Manager - Contact Centre

2 weeks ago

Brisbane, Queensland, Australia Queensland Government Full time

About Legal Aid Queensland
Legal Aid Queensland's vision is to be a leader in a fair justice system where people are able to understand and protect their legal rights. Our purpose is to provide quality, cost effective legal services to financially disadvantaged people throughout Queensland.
We embrace diversity, flexibility, learning and continuous improvement to deliver quality legal services. The work is challenging but rewarding - and that is why staff wellbeing and work/life balance are a top priority for us.
About the role
**As the Contact Centre Manager, you will**:
Lead a state-wide legal information and client service program, fostering a culture of client service and high performance.
Manage the delivery of business and service improvements through effective resource, system, and technology management.
Oversee the contact centre and Brisbane front counter to achieve defined operational outcomes and performance measures.
Provide coaching, direction, and advice to team leaders and Client Information Officers (CIOs) to help them reach their full potential.
Research and analyse complex data to provide reports, recommendations, and remedial actions.
Foster productive relationships with internal and external stakeholders to achieve business objectives.
Promote inclusion, diversity, and wellbeing in the workplace.
About you
What we offer
As a member of the Legal Aid Queensland Community, you will receive:
A 36.25 hour working week (full time hours)
Generous salary packaging
Employer super contributions of 12.75%
Flexible working hours
Study leave for approved work-related courses.

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