About the organisation
Good Shepherd Australia New Zealand is committed to tackling the significant critical, contemporary issues adversely affecting women, girls and their families. They aspire for all women, girls, and families to be safe, well, strong, and connected.
They offer microfinance programs and products, financial counselling and coaching, family violence support, family and youth programs and playgroups, education programs and community houses. These services are complemented by research and advocacy to address the underlying structural causes of injustice, exclusion, and inequality.
About the role
- Large, iconic women's & family services NFP
- Provide operational leadership of the Contact Centre
- Flexible working arrangements (Work From Home)
Reporting to the Head of Telephone and Online, this role will form a part of a broader team of skilled professionals working closely to deliver a holistic, multi-channel model of support across economic wellbeing, family violence, and family services that is person-centered and linked into community support services.
As Contact Centre Manager you will:
- Lead and manage a client-centered, high-performance culture with a quality and cost-effective operation to meet client, employee, and funder objectives
- Lead and develop the capabilities of others through effective coaching, mentoring, professional development, and performance management.
- Track performance metrics, learn, and quickly adjust to change and communication impacts.
- Advance and align strategic goals by being an active member of a strong cross-functional service deliver leadership team.
The Candidate:
You will have at least 5 years’ experience managing and leading in a contact centre environment, ideally gained in financial services, health insurance, or utilities.
In addition, you will have:
- Strong leadership skills, including the ability to mentor and develop medium to large-sized teams.
- Proven ability to initiate and manage change across a large complex organisation.
- Commitment to the use of supervision, client and colleague feedback, and professional development to continually improve practice
- Tertiary qualifications in Social Work, Health Services, Business or a related discipline (desirable)
If successful you will be required to obtain a valid Working with Children Check (WWC) and Police Check.
The Offer:
A generous salary is on offer, plus access to attractive PBI/NFP salary packaging. This is a full-time, permanent position. Flexible working arrangements are on offer, including the opportunity to work from home. As a result, applications are open to people residing in regional Victoria or interstate.
How to apply
Applications not allowed for this job listing.
Please quote in application: Contact Centre Manager - Telephone & Online via Pro Bono Australia.
Sector: #Families
