We currently have an opportunity for an Operations Support Manager to join our team. Reporting to the Contract Manager, the Administration Support Manager role is responsible for the effective delivery of office and administrative functions related to the contract and ensuring efficient support to the Management Team.
This is a service-based role, requiring a genuine motivation to support the contract, external stakeholders and remaining responsive to the regional operational requirements of the business.
What you’ll bring
Formal tertiary qualification in business management or related discipline is desired.Demonstrated experience managing a Customer Contact Centre/s OR Operations Centre (contact centre management experience, multiple sites and or virtual environments desirable)Strong experience in driving change initiatives and delivering agreed outcomes.Experience with Contact Centre technology platforms including multiple channels - phone/email/web/social media.
More than anything, you’ll have a strong work ethic, a positive attitude, and a drive to provide high quality outcomes for the Social Infrastructure and Citizen Services business unit and our clients.
Why work for us?
Working for the Social Infrastructure and Citizen Services business unit, means every day you will be enabling our communities to thrive. With a bright future ahead of us, you find purpose here and have the opportunity to directly impact and contribute positively to our future. You’ll also find a range of benefits available such as:
Training and development to support your career. Internal career opportunities across the Downer Group business. Affordable healthcare covers, discounted car purchase and rental (with selected brands), and other retail discounts.An Employee Assistance Program providing access to professionals to support you (and your family) to achieve your personal or professional goals through wellbeing coaching, counselling, financial advice, legal advice and more.
This exciting role offers you the opportunity to work in a dynamic environment with a highly successful organisation. If you are passionate about what you do and motivated to succeed, then apply now.
Downer Group is an employer that acknowledges and embraces the importance of our people's diverse experiences, talents, and cultures. As an inclusive employer, we welcome applications from everyone.
The role has a broad remit, with key responsibilities outlined below:
Actively develop and drive implementation of quality and process improvements.Ensure quality and compliance KPI targets are achieved through continuous feedback and coaching across the Operations Support Group.Ensure all team members complete mandatory/ad hoc training within required time frames.Work with internal and external partners to ensure disaster recovery and business continuity procedures are delivered as appropriate.Manage the performance of the team to ensure effective and timely delivery of KPI’s.Ensure Client & SDP receive appropriate levels of servicing from the Operations Centre.