Operational Support Officer

Description:

About your team
The Contact Centre is responsible for delivering timely, consistent and professional customer service to Defence members and their families. Operating across sites in Adelaide, Townsville and Newcastle, the contact centre delivers Housing, Maintenance and Living in Accommodation services in a multi-channel environment.
The Contact Centre Operations Team is located in Adelaide and is responsible for scheduling, quality assurance, client liaison, reporting, specialist delegations and capability development.
The key duties of the position include
Your contribution
As an Operational Support Officer you will provide a wide range of operational support services to the Contact Centre Operations Team in the areas of scheduling, reporting, process improvement, training and service quality.
Skills to be successful in this role:

• Demonstrated experience in scheduling geographically-dispersed teams in a multi-channel Contact Centre environment including intra-day/real-time management of resources.
• Experience providing a support function in an Operations environment, including coordinating and scheduling Contact Centre development activities.
• The ability to source and work with data to produce Contact Centre reporting that meets end-user requirements.
• Experience in quality assurance processes and auditing.
• Proven ability to meet deadlines and effectively manage work priorities across multiple projects.
• Ability to collaborate and positively engage with all stakeholders to drive business process improvement.