As the work of NTV/MRS continues to grow, so does our team of staff. If you have any questions about our current vacancies, please contact firstname.lastname@example.org or call us on 03 9487 4500.
Telephone Centre Operations Manager
Managing a rapidly growing, national telephone centre team, you will be responsible for the strategic management of resources with the aim of continuously improving service delivery to clients.
Your responsibilities will include
- Effective capacity planning and management;
- Implementing systems and process improvements;
- Conducting needs assessments, performance reviews and costs/benefits analysis;
- Identifying and evaluating state-of-the-art technologies;
- Understanding and reporting to high-value, third-party contracts and meeting contractual obligations and service standards; and
- Collecting and analysing performance and statistical data to contribute to new tender applications and strategic planning.
Experience and skills required
You have a proven track record in managing a significantly sized call centre, in a client-focused, not-for-profit or commercial environment.
You are able to demonstrate strong skills in / knowledge of
- Staff management and mentoring;
- Risk management and quality assurance;
- Internal/external audit processes;
- Performance evaluation and client service metrics; and
- Budgeting and reporting procedures.
It’s critical that you embrace the values of NTV/MRS, which are:
- Gender equality;
- Respect; and
Apply for this position
Are you keen to join the effort to end family violence? If so and you would like to make a formal application, please email a covering letter addressing the experience and skills required above and your resume (both in MS Word format) to email@example.com using the subject line: Telephone Centre Operations Manager – No to Violence application via EthicalJobs.
Alternatively call Wendy Lown on +61 414 229 827 for a confidential discussion.
We invite Expressions of Interest from trainers with appropriate professional qualifications, together with significant knowledge and experience in facilitating men’s behaviour change programs, who have the capacity to deliver NTV/MRS short courses throughout 2017-18.