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Contact Centre Manager

Workskil Australia

About the Role Based in our National Administration Centre in the Adelaide CBD, the Employment Services Administration (ESA) Manager will be responsible for managing a team of up to 30 consultants and 2 Team Leaders to deliver centralised administration functions for Employment Services nationally. These administrative functions will include, but not limited to customer attendance, monthly customer contact appointments, and the management of mutual obligation requirements. This role will need to ensure all activities meet performance and compliance requirements.

This role is being offered on a full-time ongoing basis and is responsible for leading a team within Employment Services to drive the Contact Centre customer service focus. Working hours are between 8:30am – 5;00pm with the expectation to work between 8am – 7:30pm when required. You’ll also experience the work/life balance that comes with working a 9 day fortnight, with a dedicated and fixed day off every second week.

You will still receive the remuneration of a full time employee in addition to the ability to salary sacrifice. This challenging role will be a well sought after opportunity so we encourage you to submit your application at your earliest convenience. About You To be successful in the role you will be able to: Demonstrate experience managing staff in a high performing contact centre; Demonstrate outstanding people management skills; Demonstrate your ability to set and monitor team and individual staff performance to ensure Key Performance Indicators (KPIs) are met, including conducting monthly meetings and performance reviews; Demonstrate the ability to manage live call flows whilst balancing people and business needs; Drive customer experience and satisfaction; Explore new ways of coaching to increase performance whilst ensuring team members are adequately trained and supported; Demonstrate strong skills in data entry, the Microsoft Office suite and ability to type approximately 30 words per minute; and Demonstrate your ability to work effectively with a culturally diverse range of clients, employers and staff.

You will also be required to hold: Cert IV in Administration, Management, Employment Services or Career Development. About Us Workskil Australia is a national not-for-profit and charitable organisation, with over 35 proud years of supporting Australians to achieve sustained economic and social self-reliance. We do this by providing a range of employment, work experience, disability, youth, Indigenous and community services across New South Wales, South Australia, Western Australia and Victoria.

We promote a positive team culture where high performance can thrive. We value excellent customer service, integrity and honesty in our employees. We look for employees who have a genuine passion for working with those in need, are results-focused and can contribute to a strong team.

In return for your truly valued contribution we will support your ongoing career developm.

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Date29 December 2020

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