Support Stream Queue Lead, Customer Support Call Centre OperationsJob posted: 11/09/2024Exciting 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 while 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 assisting the branch in maintaining relationships with suppliers and undertaking interactions with key clients, monitoring the quality of staff inputs applied to these services from across CCSB to meet the service requirements agreed with customers via the DFFH-DH Service Agreement and/or specific projects.They will ensure all documentation, including Standard Operating Procedures (SOPs), training materials, and advice to customers in relation to the service are regularly updated according to their own monitoring and reporting of service levels, staff, and customer feedback.The Call Centre Operations Support Stream Queue Lead will provide tangible support to the Manager Customer Support Call Centre Operations, regularly providing advice on changes to policies, strategies, processes, frameworks, and potential investments.Integral to the success of this position will be your capacity to operate in an environment of change and an ability to drive and implement initiatives and efficiencies that will improve the delivery of services across the department and positively impact the customer service expectations of the department's employees.The work is fast-paced and would suit an individual who is able to lead a team in achieving results while responding to a rapidly changing environment.How you'll make a difference:Actively contribute with exceptional expertise in performing key operational support functions, leveraging advanced technical skills to ensure the efficient and successful execution of tasks to meet the demands of a range of administrative and project support functions, including but not limited to payroll and payment services, facilities and assets management, fleet management, technology, information, and records management, procurement, and finance.Identify and allocate resources, tasks, and responsibilities to meet the stream requirements, including the scheduling requirements to ensure 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 Standard Operating Procedures (SOPs), to enhance efficiency, streamline operations, and optimize team performance.Identify training needs and, in collaboration with the Manager Customer Support Call Centre Operations and the Business Support Capability Team Senior Team Leader, develop improvement plans to bridge skill gaps within the team, supporting ongoing professional growth and development.Build and maintain positive relationships with peers and other teams to facilitate a partnership approach, foster collaboration, and support the overall goals of the organization.Foster a positive and collaborative culture within the team, promoting engagement, effective communication, and a supportive work environment.Suitable applicants will be able to demonstrate:Demonstrated 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 would be advantageous in this role.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 of backgrounds and differences 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 people from culturally diverse backgrounds. Please contact us if you require any adjustments to participate in the recruitment process at applicants may be required to complete a police check and other pre-employment checks including proof of 3 vaccinations (including booster) against COVID-19. 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