Contact Center Manager- GRC - CJS (P641)

We’re Civica and we make software that helps deliver critical services for citizens all around the world. From local to state government, to education, to health and care, over 5,000 public bodies across the globe use our software to help provide critical services to over 100 million citizens.  

Our aspiration is to be a GovTech champion everywhere we work around the globe, supporting the needs of citizens and those that serve them every day. Building on 21 years of continuous growth and success, we're at a pivotal point on our journey to realize that aspiration.  

As a company, we’re passionate about what we do and the citizens we help to serve. If you too would like to help champion the use of technology in public services, to improve outcomes for citizens and public sector organizations, then Civica is the right place for you. We will help you unlock the best version of yourself, achieve growth in your career whilst making a real difference to people and communities. 

Why you will love this opportunity as Contact Centre Manager at Civica 

Join our organisation in a strategic leadership role that influences both current and future directions. Work with incredibly talented people!. This position provides opportunities for professional growth and the chance to enhance your leadership skills while guiding key initiatives aligned with our goals.

As the leader of our Contact Centre operations, reporting directly to the Service Delivery Director, you will be responsible for:

• People Leadership: Optimise our 150 seat Contact Centre to deliver exceptional service. Address complex and sensitive issues that may arise within the team promptly and tactfully, ensuring a positive and supportive work environment where all team members feel valued, respected, and motivated to contribute to their best efforts.
• Results Focused – Contribute to, and shape the way we achieve our obligations, achieve business objectives, and reach customer satisfaction goals.
• Operations Management - Oversee workflow management, our super skilled workforce management team delivering optimal performance. Provide real-time guidance and support to maintain operational efficiency and address challenges swiftly.
• Ensure Compliance: Maintain high standards in policy, procedure, and regulatory adherence.
• Strategize Success: Constant review of existing processes to develop scalable and cost-effective operational models aligned with company goals.
• Foster Talent: Coach and guide team leaders, identify emerging leaders, to ensure consistent delivery of performance metrics for individuals, that contribute to our business strategic outcomes.
• Drive Efficiency: Analyse performance metrics, tackle problem areas, and spearhead continuous improvement projects. Utilize insights and data to guide informed decision-making, improving the quality and impact of our services for clients and stakeholders.

Requirements

What you will do to be successful in this role 

Our fast-paced setting demands agility and efficiency, where team members are encouraged to engage actively with clients and resolve inquiries swiftly to ensure seamless customer experience.

• Over 3 years of leadership experience in a Contact Centre or Customer Service Leadership position, with a track record of managing teams to achieve goals and fostering a culture of excellent customer service.
• Proven ability to lead and inspire large teams in a dynamic environment, fostering positivity, clearly communicating goals, and driving exceptional performance under challenging circumstances.
• A strong understanding of Contact Centre technologies, including relevant systems and software, is essential. Familiarity with Key Performance Indicators (KPIs) is crucial for evaluating operational efficiency. Additionally, knowledge of the best practices in Contact Centre management will enhance customer interactions and service quality.
• Strong problem-solving combined with clear communication skills, the ability to identify and articulate concepts, alongside advanced time-management abilities to prioritise tasks and meet deadlines effectively.
• Proven ability to remain calm and focused in high-pressure situations, while maintaining productivity and quality.
• Tertiary qualification in Business, Management, or related field. However, relevant experience and skills are valued, and non-qualified candidates are encouraged to apply.
• Possessing relevant industry certifications in Customer Service or Contact Centre operations, along with specialized training, can provide considerable advantages.
• Skills implementing change, improving systems, and driving cultural transformation.

At Civica, you to bring your whole self to work. There is no such thing as the perfect candidate, so if you think you have what it takes, but don't necessarily meet every single point on the list, please still get in touch. We'd love to have a chat and see if you could be a great fit. 

Benefits

Benefits:

Why you'll love working with us 

We know that when our people are happy, they will work better and have greater work satisfaction. Here's what you can expect: 

We're all different - and we love this about us. 

We provide an inclusive, safe, and welcoming environment to all Civicans - there are heaps of opportunities to enable you to grow and be your best. 

Giving culture - we encourage you to "give back" with benefits such as our Days of Difference leave where you can volunteer for a charity of your choice. 

Flexible Work - Flexible work – we have the technology and tools to support you to work from home, we also value our face to face time to connect, learn and grow with our teams in the office.. 

Apply for this job - Become part of something special Do you see yourself in this role? If so, then we would love to hear from you. 

We are an equal opportunity employer. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. In fact, we strongly believe that diversity of experience contributes to a broader collective perspective that will consistently lead to a better company and better outcomes. We are working hard to increase the diversity of our team wherever we can, and we actively encourage everyone to consider becoming a part of it. We are especially keen to receive applications from Aboriginal and Torres Strait Islander peoples of Australia.