Knowledge & Capability Lead — Learning, Coaching & Content

Department of Government Services VIC; Melbourne; Presencial; AUD 110.000 - 150.000; Tempo integral

Resumo da vaga

Department of Government Services VIC in Melbourne is seeking a Knowledge and Capability Manager to lead a small team, develop learning content, and uplift employee capability across shared services. You will liaise with stakeholders to onboard new services and create knowledge articles, scripting, training, and process maps while supporting continuous improvement.

The role requires mentoring staff, managing complex customer enquiries in a regulatory environment, and delivering high-quality

Qualificações

• Experience in a customer service or contact centre environment.
• Experience managing knowledge management systems in a contact centre environment.
• Experience developing and implementing a quality framework within a contact centre environment.
• Desirable qualification in training and development.

Responsabilidades

• Lead and manage knowledge management for shared services offerings; ensure high information standards and service levels.
• Develop strategies for knowledge sharing and employee capability aligned with strategic goals.
• Monitor, review and enhance the quality coaching program to measure professionalism and legislative knowledge.
• Manage the feedback registry for the WOVG Contact centre; identify gaps and implement improvements.
• Provide guidance to the management team to develop performance reports and coordinate staff training and coaching.

Conhecimentos

Knowledge management

Quality assurance

People leadership

Strategic planning

Continuous improvement

Stakeholder engagement

Analysis and problem solving

Formação

Training and development qualification

Descrição da vaga

Department of Government Services VIC in Melbourne is seeking a Knowledge and Capability Manager to lead a small team, develop learning content, and uplift employee capability across shared services. You will liaise with stakeholders to onboard new services and create knowledge articles, scripting, training, and process maps while supporting continuous improvement.

The role requires mentoring staff, managing complex customer enquiries in a regulatory environment, and delivering high-quality