Defence Housing Australia Contact Centre Manager Job Vacancy in Australia

ng policy and direction, and developing and delivering
training. As Housing Contact Centre Manager, you will be responsible for
determining the most effective Contact Centre operational strategies and the
daily operation and management of the Housing Contact Centre, providing housing
solutions to DHA customers across the National Housing Network.

In association with the National Housing Manager, the National Service Delivery
Managers and your Housing Contact Centre Manager counterpart, you will hold
management responsibility for meeting customer service targets as well as
planning areas of improvement and development for meeting the contractual
requirements of the Allocations and Tenancy Management contract with Defence.

To be successful in this role you will be a strategic thinker with the ability
to make decisions and deliver business outcomes. You will have demonstrated
experience in:

• Developing and refining contact centre systems
  to effectively manage customer interactions (preferably within a
  policy-driven/highly regulated environment).
• Developing key strategies and successfully
  achieving the implementation plans for a national housing network
  operating from two geographic locations.
• Developing and maintaining contact centre
  operations by monitoring system and staff performance, identifying and
  managing systems and process improvement and quality assurance programs
  (e.g. SLA’s & KPI’s).
• Developing and managing service objectives
  through staff development and management, effective customer engagement,
  positive complaint resolution and collaboration throughout the DHA service
  network.
• Experience in change management principles and
  execution of organisational change strategies.
• Preparation of contact centre performance
  reporting – collecting, analysing and summarising data and trends.