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Telephone Centre Operations Manager

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Organisation : No To Violence via Breen Recruitment

Location : Melbourne

Work type : Full-time

Sector : Community Support Services, Men, Women

Salary type : Annual Package

About the organisation

Organisation Name : No To Violence via Breen Recruitment

No to Violence & Men’s Referral Service (NTV/MRS)  is focused on working with men to address the root causes of men’s violence against women. It is a crucial service delivery organisation that provides a men’s support line and referral service; oversight of behaviour change programs; and development of the workforce engaged in men’s behaviour change training. NTV/MRS is embarking on a significant phase of growth and transformation, making it an exciting time to join its management team.

About the role

  • Join a peak body in the family violence sector
  • Newly created position
  • Contribute to the organisation’s rapid growth and transformation

 

Role summary

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:

  • accountability;
  • gender equality;
  • leadership;
  • respect; and
  • change.

How to apply

Applications not allowed for this job listing.

#PBA1

Please quote in application: Telephone Centre Operations Manager via Pro Bono Australia.


Profession: #Client_Services, #Customer_Service, #Operations_Management
Sector: #Community_Support_Services, #Men, #Women
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