Knowledge & Capability Manager — Learning & Growth

Department of Government Services; Melbourne; Presencial; AUD 90.000 - 130.000; Tempo integral

Resumo da vaga

Department of Government Services in Melbourne seeks a Knowledge and Capability Manager to lead a small team in developing, delivering and supporting learning, knowledge sharing and staff capability uplift across our shared services.

The role requires mentoring, stakeholder liaison in a regulatory environment and the ability to map processes, create content, training and coaching of frontline staff.

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

Responsabilidades

• Lead and develop knowledge management for shared services to ensure information is consistently high quality
• Develop knowledge sharing and capability strategies aligned with organisational goals
• Monitor and enhance coaching practices to measure professionalism and policy adherence
• Manage feedback registry to identify gaps and drive process improvements
• Provide guidance to management to develop performance reports and staff development plans

Conhecimentos

Knowledge Management

Quality Assurance

People Leadership

Strategic Planning

Stakeholder Engagement

Analysis

Formação

Relevant qualification in training and development

Descrição da vaga

Department of Government Services in Melbourne seeks a Knowledge and Capability Manager to lead a small team in developing, delivering and supporting learning, knowledge sharing and staff capability uplift across our shared services.

The role requires mentoring, stakeholder liaison in a regulatory environment and the ability to map processes, create content, training and coaching of frontline staff.