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Overview

Reporting to the Head of Telephone and Online, this role will form a part of a broader team of skilled professionals working closely to deliver a holistic, multi-channel model of support across economic wellbeing, family violence and family services that is person centred and linked into community support services.

This is a retained, exclusive assignment and any direct applications or referrals will be forwarded to Johnson Recruitment.

Responsibilities

As Contact Centre Manager you will:

  • Lead and manage a client centred, high performance culture with a quality and cost-effective operation to meet client, employee and funder objectives
  • Lead and develop the capabilities of others through effective coaching, mentoring, professional development and performance management.
  • Track performance metrics, learn and quickly adjust to change and communication impacts.
  • Advance and align strategic goals by being an active member of a strong cross-functional service deliver leadership team.

Qualifications and Experience

You will have at least 5 years’ experience managing and leading in a contact centre environment, ideally gained in financial services, health insurance or utilities.

In addition, you will have:

  • Strong leadership skills, including the ability to mentor and develop medium to large sized teams.
  • Proven ability to initiate and manage change across a large complex organisation.
  • Commitment to the use of supervision, client and colleague feedback and professional development to continually improve practice
  • Tertiary qualifications in Social Work, Health Services, Business or a related discipline (desirable)

If successful you will be required to obtain a valid Working with Children Check (WWC) and Police Check.

Position Description

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Why Good Shepherd?

Salary Packaging

Development & Learning Opportunities

Paid Parental Leave

Paid Study Leave

Long Service Leave

Flexible Working Arrangements

How to Apply

To apply please review the hyperlinked position description and submit a short covering letter outlining your relevant skills and experience along with your CV to recruitment@goodshep.org.au. Personal data held by Good Shepherd Australia New Zealand relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

Please apply as soon as possible, applications are considered as they are received.