Knowledge Management Lead Apply locations: Melbourne CBD & Inner Suburbs, Melbourne VIC
Time type: Full time
Posted on: Posted 3 Days Ago
Time left to apply: End Date: November 26, 2024 (9 days left to apply)
Job requisition ID: R011449
Working at Transurban is different; it's a place where you can see the benefits of your work play out in real life, every day. We create city-sized solutions building and operating safer, smarter, and more sustainable roads to solve pressing transport challenges that are slowing cities down.
About the role We're seeking a Knowledge Management Lead to lead the knowledge management function for Customer Service, working collaboratively with key stakeholders to deliver the right tools, framework, and approach to knowledge management principles and practices.
You'll join a team that will support leading enhancements to the Knowledge Management ecosystem.
As our Knowledge Management Lead, you'll contribute to lasting and positive changes that shape the future of our cities and communities. It's meaningful, challenging, and exciting work.
Day-to-day, you will: Leading the Knowledge Management team, providing coaching and leadership to the Knowledge Management Specialists. Identify and deliver ways of increasing engagement with the KM tool as the single source of truth and deliver improvements within the tool to reduce average handling time on calls and improve the quality of customer interactions. Working collaboratively with key stakeholders, identify, source, and deliver the right knowledge management platform. Using data and reporting insights to provide recommendations for continued improvement in the way Customer Service manages the scoping, documenting, and producing of processes. Identify and deliver ways of increasing engagement with the KM tool as the single source of truth and deliver improvements within the tool. This role will suit someone with a curious mind and transferable skills and experiences, including: Minimum 5 years' experience leading a knowledge management function (ideally in a contact centre environment) and implementing frameworks and best-practice methods. Experience in leading, developing, and managing the performance of teams and well-developed coaching skills. Strong knowledge of knowledge management platforms and advancing knowledge management technologies (e.g., AI and Agent Assist) - nice to have. Well-developed interpersonal and written communication skills. If you meet some of these requirements, but not all, we encourage you to submit your application. With a career at Transurban, you'll enjoy a range of benefits, including: A range of flexible working and leave options, including the option to purchase an additional six weeks of leave each year. 16 weeks paid parental leave (regardless of gender or carer status), with no waiting period, with Superannuation paid during unpaid leave as well. Learning and development opportunities to support your career interests. Health and wellbeing support—access to Headspace and our EAP program, wellness facilities, and more. Share offers and insurance benefits. Social activities, community give-back programs and paid volunteer days. We offer a range of flexible working and leave options, so you can balance your work and life commitments and interests. Have a conversation with us about how this could work for you.
We embrace diversity with a foundation of safety, wellbeing and inclusion; where everyone belongs. We treat everyone with fairness, consideration and respect, regardless of gender, gender identity, marital or family status, sexual orientation, age, ethnicity, religious beliefs, cultural or socio-economic background, perspective, and experience – whether they work for us or not. We want to ensure everyone feels comfortable and safe to express ideas, questions and concerns.
We strongly encourage applications from candidates of diverse backgrounds and lived experiences, including Aboriginal and Torres Strait Islander people and people living with disability.
If you require any adjustments or support during the recruitment process, please contact us on ******.
Ready to help us keep cities moving? Apply today. Job Type: Permanent
Closing Date: 26-Nov-2024 0:00
Please note: The closing date reflects the time zone of the Primary Location for this job posting.
Primary Location: Melbourne CBD & Inner Suburbs, Melbourne VIC
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