• Exciting Opportunity within our Advisory & HQ Team
• Continuing Full-Time Role
• Located primarily at our Whitten Oval Campus

ABOUT US:

At Victoria University, we are committed to fostering a positive workplace culture that supports the provision of advice to current and future students. Join us on the journey and help us achieve our strategic drives embedded in our Strategic Plan 2022-2028: Start well, finish brilliantly. One of the drivers “Thriving place to Study and Work” will enable us to continue to create places that our students and staff love to belong and feel immense pride.

This is an opportunity to lead an energetic and high performing team, responsible for inbound and outbound campaigns to both current and future students, with a focus on delivering exceptional customer service.

An example of your responsibilities or duties you may perform will include:

• Oversee day-to-day operations of the contact centre, effectively managing departmental resources to ensure they are efficiently allocated and utilised.
• Lead, inspire, and motivate the team of to meet and exceed performance targets by enhancing individual and team capabilities, promoting professional growth, and fostering a positive work environment.
• Monitor and analyse team performance metrics related to student engagement, providing data-driven reports that identify trends / areas for improvement, make recommendations on appropriate corrective actions and outline a program of review.
• Collaborating with the Director Advisory & HQ, exercise leadership and innovation to design, develop and implement strategic initiatives for improving student engagement and contact centre operations, including optimised agent productivity, streamlined workflows, and improved customer/merchant satisfaction.