Support Stream Queue Lead, Customer Support Call Centre Operations Job posted: 11/09/2024 Reference: VG/1818759 Occupation: Administration/Secretarial Salary Range: $95,102 - $107,905 Exciting opportunity exists to join the Victorian Government's biggest shared service operations!
The Common Corporate Support Branch (CCSB) provides corporate services and associated systems to the Department of Families, Fairness and Housing (DFFH) and the Department of Health (DH) under a shared services arrangement.
As a valued member of CCSB, you will be accountable for providing the departments' second-level support of document management, workflow and service management systems, regularly providing advice on changes to policies, strategies, processes and frameworks.
You will assist in gathering requirements, testing system enhancements and working with key stakeholders to ensure the systems are fit for purpose.
The work is fast-paced and would suit an individual who is able to achieve results whilst responding to a rapidly changing environment.
About the role:
Reporting to the Manager Customer Support Call Centre Operations, the Call Centre Operations Support Stream Queue lead is responsible for maintaining relationships with suppliers, interacting with key clients, and monitoring the quality of staff inputs applied to these services.
Ensure all documentation, including Standard Operating Procedures (SOPs), training materials, and advice to customers are regularly updated according to monitoring and reporting of service levels, staff, and customer feedback.
Provide tangible support to the Manager Customer Support Call Centre Operations, regularly advising on changes to policies, strategies, processes, frameworks, and potential investments.
Operate in an environment of change, driving and implementing initiatives and efficiencies that will improve service delivery and positively impact customer service expectations.
Lead a team in achieving results while responding to a rapidly changing environment.
How you'll make a difference:
Contribute exceptional expertise in performing key operational support functions, leveraging advanced technical skills for efficient execution of tasks across various administrative and project support functions.
Identify and allocate resources, tasks, and responsibilities to meet stream requirements, ensuring efficient operations in the customer call centre.
Conduct quality assurance activities to monitor and maintain the accuracy and quality of work delivered by the team.
Drive process improvement initiatives, including the development and implementation of SOPs, to enhance efficiency and streamline operations.
Identify training needs and collaborate with the Manager Customer Support Call Centre Operations to develop improvement plans for skill gaps within the team.
Build and maintain positive relationships with peers and other teams to facilitate collaboration and support overall organizational goals.
Foster a positive and collaborative culture within the team, promoting engagement and effective communication.
Suitable applicants will be able to demonstrate:
Experience working in an application support role in IT-based environments for medium to large government or commercial organizations.
Knowledge of line of business client applications such as ICCMS, HiiP, Homelessness data collection, L17, CDIS, Connect4Safety, IRIS, VHIMS, OrangeDoor CRM, PHAP, EMITS, SynSurv, ServiceNow Service Management tool, Genesys PureCloud is advantageous.
What we offer:
The opportunity to perform meaningful work in a fast-paced, inclusive, and fun environment!
A wide range of growth and development opportunities within the department and wider Victorian Public Service & Sector.
A strong commitment to work-life balance, including a diverse array of flexible working arrangements.
How to apply:
Applications should include a resume and a cover letter.
Click the 'Apply' button to view further information about the role, including key contact details and the advertisement closing date.
We are committed to developing and supporting a workforce that is well-equipped and highly motivated to provide responsive and quality services to all Victorians.
We continue to build an inclusive workplace that embraces diversity to realize the potential of our employees for innovation and delivering services aimed at enhancing the lives of all Victorians.
All roles can be worked flexibly, and we encourage applications from Aboriginal people, people with disabilities, LGBTIQ+, and individuals from culturally diverse backgrounds.
Please contact us if you require any adjustments to participate in the recruitment process at
Preferred applicants may be required to complete a police check and other pre-employment checks including proof of vaccinations against COVID-19.
Information provided will be treated in strict confidence, in line with our Privacy Policy.
The Jobs and Skills Exchange (JSE) Recruitment Policy allows for priority consideration for employees who apply through the Jobs Skills Exchange (JSE) jobs board platform.
To apply for this role, you will be redirected to the Department of Health
job application system.
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