Manager, Knowledge and Capability

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 – Melbourne VIC

The Knowledge and Capability Manager is responsible for leading a small team to develop, deliver and support learning and development, knowledge sharing and employee capability uplift across our shared service offering to drive organisational performance. This role will also support the onboarding of new services by liaising with internal and external stakeholders in the creation of content including knowledge articles, scripting, process mapping, training & continuous improvement.

This role requires a motivated team player with excellent attention to detail, a strong ability to mentor and develop staff and ability to manage complex customer enquiries in a regulatory and legislative environment.

Key Accountabilities

• Lead and manage the creation, development and continuously enhanceknowledge managementfor shared services offerings toensure information is of a consistently high standards and ensure high service standards.
• Develop strategies for knowledge sharing (including the online knowledge tool, othersystems, documentation) and employee capability (training, talent management) to align with strategic goals.
• Monitor, review and advance the quality call coaching program and practices to measure professionalism, legislative knowledge, adherence to policy and procedures.
• Manage and maintain the feedback registry for all areas of the WOVG Contact centreand use this information to Identify process and procedure gaps and implement process improvements.
• Provide guidance and support the management team to develop quantitative performance reports, review staff learnings, identify areas for staff development andco-ordinate training andcoachingof front line staff.

About You

We are seeking applicants who have demonstrated experience from the following criteria:

• Knowledge Management and Capability Development
• Quality Assurance Frameworks and Continuous Improvement
• People Leadership and Development
• Strategic Planning and Continuous Improvement
• Stakeholder Engagement and Collaboration
• Analysis and Problem Solving

Mandatory requirements

• 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
• Arelevant qualification in training and development is desirable

This role is an ongoing position. This position is only open to applicants with relevant rights to work in Australia.

For more information, please seethe Position Description.

Other relevant information

To be eligible for appointment to this role, applicants will possess corresponding work rights for the advertised employment period. Appointment to an ongoing role is only available to an Australian/New Zealand citizen or an Australian Permanent Resident. Preferred applicants will be required to undertake pre-employment screening. DGS actively promotes diversity, inclusion and an equal opportunity workplace. We welcome applicants from all diverse backgrounds, including people with disabilities and Aboriginal and Torres Strait Islander peoples. All roles at DGS can be worked flexibly, however it may differ from role to role.