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Serco supports governments around the world in the delivery of essential public services, including Citizen Services, Facilities Management, Defence, Health, Immigration, Justice and Transport. With more than 30 years’ experience delivering essential services on behalf of their public sector customers, they employ more than 16,000 people across Australia, New Zealand and Hong Kong.
Here in Ballarat, Serco manage the Victoria Police Assistance Line. The Ballarat contact centre operates 24/7 and is a multi-channel contact centre, managing predominately inbound calls along with minimal outbound calls as well as a web-based online portal. Managing approx. 50,000 calls per month and growing, the centre employs approx. 160 call takers across multiple floors of our dedicated site.
Due to the continued success and growth of the Ballarat Contact Centre, a newly created position of Contact Centre Manager has been created to provide vital leadership and management in the operational management of the centre and accountability for the client contractual obligations. With 13 Team Leaders as direct reports and reporting to the Contract Manager, a key focus of the role will be driving people and performance strategies to foster team engagement and a positive workplace culture.
Key areas of responsibility will include:
To be considered for this opportunity, you must be able to demonstrate:
Why join Serco:
While you’ll be based in Ballarat, you’ll be part of a large operation where you will be presented with opportunities to do a raft of things. Contributing to the community, helping the citizens of Victoria and knowing that you are making a difference is what will provide you with the greatest job satisfaction in this role. Serco are innovative and tech focused and this will be your opportunity to put your mark on growing a key client contract. You’ll work with an innovative and forward thinking management team and you’ll be rewarded with a highly competitive salary.
Inspired? For further information, contact Ange Connor on 0407 833 152.