Operations Manager (Customer Contact Centre)

In the role of Operations Manager, you will provide leadership and management to the Department of Transport and Main Roads (TMR) Customer Contact Centre (CCC) operations to deliver high quality customer service and support business directions.

You will Identify, lead and manage operational and service performance improvements, implement effective resource management strategies and pursue development of mutually beneficial partnering relationships internally and with other government agencies and clients.

Some of your responsibilities will include:
• Provide professional operational leadership, coaching, guidance and management of the Customer Contact Centre to support the cost-effective delivery of TMR products and services.

• Ensure that appropriate development and skills programs are in place for staff to achieve agreed performance management and service levels.

• Promote and ensure compliance with all relevant Human Resource Management legislation and practices, including equity, occupational health and safety requirements, awards and Public Sector Management standards.

• Develop, implement and manage operational policies, practices, procedures and performance measurement systems (both efficiency and effectiveness measurement) which support contact centre best practices and promote customer satisfaction.

• Manage and maintain strong relationships and partnerships with internal and external stakeholders and clients, ensuring products and services meet service standards.

Applications to remain current for 12 months.