Learning and Development Officer - Brisbane, Australia - Justice and Attorney-General

Justice and Attorney-General

Verified Company

Brisbane, Australia

2 weeks ago

Posted by:

Olivia Brown

beBee Recruiter

Description

Key Responsibilities

Lead the Contact Centre Operators in the delivery of quality services to clients within a customer focused working environment.
Coach, mentor, and support staff to achieve the requisite standard of client service delivery and meet key performance indicators and targets, including providing incentives to motivate staff to ensure optimum use of resources, to support the organisation's strategic objectives.
Responsible for the coordination and delivery of training for Call Centre staff and be responsible for the development, review, and implementation of training programs in accordance with the organisation's strategic and operational plans.
Monitor and evaluate the effectiveness of training programs and update programs and documentation required to meet the goals of the Call Centre by providing an annual learning plan that supports these goals.
Contribute to the identification and design of tools to automate and streamline processes.
Undertake and report on quality assurance compliance audits of call centre operators.
Provide performance feedback to Call Centre Operators including identifying areas for improvement, outline training to remedy performance deficits and monitor the implementation of the training. Including providing performance review reports to the Call Centre Supervisor.
Other duties as required by the Call Centre Supervisor.

Applications to remain current for 12 months.

Job Ad Reference:
QLD/506149/23

Closing Date:
Friday, 25th August 2023This work is licensed under a Creative Commons Attribution 3.0 Australia License.