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Service Quality Coach - Newcastle Contact Centre - FT/Temporary Up To 2 years

NSW DFSI

Sydney, New South Wales

Your remuneration
SNSW Grade 6/7 - The Package includes a base salary range of ($79,371- $91,071), plus employer’s contribution to superannuation and annual leave loading.

Primary purpose of the role
As Service Quality Coach you will play a key part in developing and implementing appropriate measures and practices to ensure alignment of contact centre operations with customer experience objectives.

Key accountabilities
Develop and implement appropriate measures and practices to ensure alignment of contact centre operations with customer experience objectives.
Analyse call distribution and enquires from multiple channels such as “click to chat” and e-mail, the quality and timeliness of the response and service provided to identify improvements and training needs
Contribute to the maintenance and development of the Knowledge Base to meet business requirements
Lead the coaching and business improvement process in consultation with Team Leaders ensuring the development and application of best practice
Develop, implement and maintain effective procedures, work methods and practices that support optimal service delivery consistent with industry best practice and business requirements, as assessed by internal reviews and customer feedback.
Prepare reports and proposals for contact centre performance to maintain and improve the quality of service delivery
Contribute to and implement centrally issued operational management strategies and processes to facilitate continuous improvement
Work with a range of Service NSW head office team members to initiate and implement strategies aimed at ensuring a high standard of service delivery across all contact centres and continuous development of employees’ capabilities

Location Statewide
Work Type Full-time
Number of Positions 2
Total Remuneration Package: Package includes a base salary range of ($79,371 - $91,071), plus employer's contribution to superannuation and annual leave loading.
Closing Date 17-Oct-2017
Job Category Customer services and call centre
Organisation Service NSW
Tags: Government jobs, Service Quality Coach - Newcastle Contact Centre - FT/Temporary Up To 2 years ,NSW DFSI

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