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Service Delivery Coordinator
vor 2 Wochen
Service Delivery Coordinator (Customer Service Centre) Agriculture and Fisheries (Organisation site)
Customer Services; Customer & Business Services; Agriculture; Brisbane City
Bring legacy to life.
For the future of Queensland and the world.
#DPIcareers
As our Service Delivery Coordinator, you will: Strive for and demonstrate cooperation, problem solving and business unit centralisation across the Customer Service Centre (CSC) and broader Customer Services teams.Supervise, develop and manage a team-based culture in a changing environment to achieve organisational outputs through measurable performance indicators in a professional customer contact centre environment.Manage the call centre technology including telephony platform, Customer Relationship Manager and scripting tool, ensuring that information is up to date and easy to access.Oversee Quality Assurance activities and provide strong performance management by regularly reviewing the performance of the team and individuals through constructive development discussions.Use contemporary HR management practices to manage the day-to-day supervision and activities in the DPI contact centre, ensuring delivery of customer-focused, cost-effective, and agile service delivery.Undertake workforce management in line with HR requirements in a call centre environment to ensure effective use of resources, mapping CSC rosters to real-time call traffic patterns.Assist in the management of Service Level Agreements and third-party afterhours vendors in line with departmental policies and procedures.Ensure the call centre can adapt and scale its resources and hours of operation to meet demand during departmental emergencies, incidents, pandemics, or natural disasters.Provide an escalation point for complaints received by the centre in an effective manner in accordance with departmental procedures and seek business improvement opportunities.Establish networks and maintain positive relationships with key stakeholders to maximize the benefits of services delivered by Customer and Business Services (CBS).Foster a culture of state-wide consistent service delivery, cooperation, teamwork, high-quality people management, commitment to excellence, and professional ethics.Perform other tasks or projects as required by the Senior Team Leader, Customer Services and/or CBS management team members.Essential requirements: Be required to be on call or work outside of business hours.What we are looking for: We are seeking the best-suited candidate for the role.
We will achieve this by:
Assessing your eligibility and suitability to fulfill the role requirements (including, where relevant, the way you carried out previous roles).Evaluating your potential contributions to the department and how your involvement would uphold our commitment to equity, diversity, respect, and inclusion.Why work for us: Work with passion and purpose.Have a tangible impact, for today and tomorrow.Enjoy interesting, diverse work.Follow your path wherever it leads.Get the flexibility and support you need to thrive.Be part of our one, diverse DPI.Applications will remain current for 12 months.
Further information: We are committed to building inclusive cultures in the Queensland public sector that respect and promote human rights and diversity.
Please ensure you download all attachments and follow the instructions on how to apply.
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