Assistant Director, Contact Centre

The purpose of this role is to lead a small team and ensure positive scheme outcomes for participants, providers and families. You will play a key role in contributing to the efficient and effective service delivery and continuous improvement of this Contact Centre.
 
You will bring to this role extensive experience in project planning, project management, continuous improvement and service delivery, specifically gained within a Contact Centre environment. You will have demonstrated well-developed time management, organisational and communication skills.
 
Duties
  • Creation, implementation and management of continuous improvement projects and other projects relating to the improvement of the customer experience
  • Development of project plans to support implementation of new initiatives into the contact centre
  • Managing competing priorities to ensure deadlines are achieved
  • Undertaking research and preparing associated reports and correspondence
  • Working closely and collaborating with internal and external stakeholders
  • Providing ongoing coaching and feedback to team members to ensure quality outcomes.
Attributes
  • Outstanding and adaptable communication and interpersonal skills to develop and maintain networks
  • Able to negotiate effectively by listening to differing ideas and views to develop a clear understanding of the issues, and to present persuasive counter-arguments
  • Strong ability to work closely with peers and teams to provide expertise and assistance on complex matters
  • Ability to respond to and prioritise competing and often urgent requests in a calm and efficient manner while also maintaining high work standards and accuracy
  • Ability to synthesise and analyse information and make decisions.
 
Experience
  • Extensive supervision/coaching experience
  • Extensive experience in building relationships both with internal and external stakeholders
  • Experience in leading a multi-disciplinary team, including developing staff and managing performance in a changing environment.
 
Desirable
  • High level written and oral communication skills with the ability to adapt and negotiate in a flexible and rapidly changing environment
  • Relevant management qualifications or background in Project planning, Contact Centres, Continuous Improvement and Stakeholder Engagement
  • Previous operational experience working within a Contact Centre environment, a high level understanding of KPI driven environments and service delivery drivers.
 
This is an immediate full time contract opportunity located in Dandenong with a required completion date of 31 August 2019. Please apply immediately to be considered if your experience aligns with the above.
09/04/2019
Melbourne (Dandenong)
Contract
Call Centre & Customer Service
BH-350381-1
Brooke Lawry