OVERVIEW

Work type: Full time
Salary: $97,955 - $111,142
Grade: VPSG4
Occupation: Customer Service/Call Centre
Location: CBD
Reference: VG/1867326

ABOUT US

The Department of Government Services (DGS) was established on 1 January 2023 to improve everyone’s experience of doing business and interacting with the Victorian government. We bring important day-to-day services together in one department to make things easy and seamless for Victorians and businesses. We are doing this by connecting and digitising our systems and platforms across state and local government as well as streamlining our corporate and procurement services.

DESIRED EXPERIENCE/QUALIFICATIONS

• Previous experience managing a team to deliver outcomes at least 3 years+
• Ability to lead and direct team members.
• Strong ability to effectively handle stress, pressures and challenges.
• Proven ability to work in a dynamic and fast paced environment.
• Analytical skills
• Previous experience in a customer support related role supporting multiple communication channels, including live chat and phone support
• Experience preparing rosters, managing schedules and driving contact centre outcomes
• Previous experience using the Microsoft Office 365 suite
  For specific responsibilities please review the attached position description.
  This position is only open to applicants with relevant rights to work in Australia.

ABOUT THE ROLE

As Operations Team Manager, you will play a crucial role in optimising the efficiency and effectiveness of service delivery. We are working to deliver a customer service system around what Victorians want and need, rather than what works for government. We know people want easier access to government transactions, including online, offline and voice options. Our current focus is on building a digital platform to make it easier and more convenient for Victorians to manage their interaction with government departments and agencies. Our staff are customer-centric and work in project teams made up of subject matter experts from a range of backgrounds including public policy, law, corporate operations, customer experience, product development, project management and information technology.

To be considered for the role, you must be able to demonstrate:

• Leadership: builds a cohesive team with clarity around goals and accountabilities; obtains needed personnel, resources and information for the team; supports individuals and the team, delegating responsibilities appropriately; brings together the best possible group to achieve objectives
• People management: aligns team with the organisational values and goals through effective people management and modelling; maximises effectiveness by selecting, developing, managing, deploying and motivating a high performing team; clearly defines role expectations, monitors performance, provides timely and constructive feedback and facilitates employee development.
• Service excellence: constantly looks for continuous improvement opportunities and ways to innovate and encourages others to do the same; takes responsibility for correcting problems promptly and without becoming defensive; makes specific changes in work methods to improve outcomes, quality and timeliness of service; monitors client and stakeholder satisfaction.
• Self-management: plans and prioritises work to ensure outcomes are achieved, resists the temptation to react immediately without taking time to think things through, uses strengths to contribute constructively and consciously manages the impact of own weaknesses, anticipates own reactions to situations and prepares accordingly