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
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.
Please quote in application: Telephone Centre Operations Manager via Pro Bono Australia.
Sector: #Community_Support_Services, #Men, #Women