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Position Details
Reference Number 17854
Position Title Contact Centre Manager
Employment Status Permanent
Employment Arrangement Full Time
Division City of Sydney
Location Town Hall House
Award Classification City of Sydney Salary Award - Band 6
Advertisement Text Contact Centre Manager - Town Hall
- $100,072 p.a.plus superannuation
- Permanent full-time position
- Option to work under a 19 day month arrangement

City of Sydney is focused on delivering a Green, Global and Connected City, and connecting with our customers is an important part of the Sustainable Sydney 2030 vision. The Customer Service Unit is the first point of contact for customers of the City of Sydney and delivers a wide range of services across a number of functions and contact channels.

We are currently seeking a mature minded, self-motivated person to join our Customer Service team as Contact Centre Manager at Town Hall House.

You will be responsible for the operational management of the City’s multi-channel Contact Centre, ensuring the City’s customers receive excellent level of service when contacting the City. The Contact Centre Manager will create an environment of high performance and fairness, one where team members are valued, engaged, coached mentored and developed.

This is a newly created role and requires a dynamic leader; a person who exemplifies the City’s corporate values.

The ideal candidate will have:

- Demonstrated experience in leadership, team development, people management and performance;
- Extensive experience managing or supervising Customer Service focused teams within a multi-channel environment, including rostering and workforce management;
- Highly developed communication, interpersonal, facilitation and negotiation skills along with demonstrated experience managing and resolving complex and escalated enquiries;
- An understanding of and commitment to Work Health and Safety standards and Equal Employment Opportunity principles are essential.

Applications must address the selection criteria stated within the position description, and be made online via this website by Saturday 3 June 2017.

At the City we provide equal employment opportunity. We are committed to ensuring an accessible and inclusive work environment and encourage applications from people from diverse backgrounds and cultures.
Contact Person Catherine Veronesi
Contact Number 0292659333
Closing Date 03/06/2017
Position Description
Application Guide