Service Enablement Lead — CX & Workforce Optimisation

Careers at Council; Sydney; Hybrid; AUD 103,000 - 118,000; Full time

Benefits offered by this job

Gym membership

Flexible work arrangements

Job summary

Inner West Council in Sydney is seeking a Service Enablement Lead to empower our Customer Experience teams. You will oversee workforce planning, scheduling, training, quality assurance and service improvement, ensuring staff have tools, knowledge and support to deliver outstanding service daily.

You will collaborate with leaders and frontline teams to create a flexible, highly capable workforce, optimise resources across channels and continuously enhance the customer experience.

Qualifications

• Qualified in business, training, customer service, workforce planning or related discipline, or equivalent experience.
• Experience in workforce scheduling, rostering or planning in a customer service or contact centre environment.
• Experience coordinating training, capability development or quality assurance activities using workforce planning and CRM systems.
• Strong understanding of customer service operations and service quality principles.
• Ability to analyse operational data, workload trends and service demand to drive improvements.

Responsibilities

• Lead Service Enablement for the Customer Experience teams including workforce planning, scheduling, training, QA and service improvement.
• Build a flexible, capable workforce that adapts to changing customer needs and coordinates resources across channels.
• Collaborate with leaders and frontline teams to continuously enhance the customer experience.

Skills

Workforce scheduling

Training coordination

Quality assurance

Stakeholder engagement

Data analysis

Education

Relevant business/training/customer service qualification

Tools

CRM & telephony systems

Reporting tools

Job description

Inner West Council in Sydney is seeking a Service Enablement Lead to empower our Customer Experience teams. You will oversee workforce planning, scheduling, training, quality assurance and service improvement, ensuring staff have tools, knowledge and support to deliver outstanding service daily.

You will collaborate with leaders and frontline teams to create a flexible, highly capable workforce, optimise resources across channels and continuously enhance the customer experience.