Service Enablement Lead - CX & Workforce Planning

Inner West Council

Sydney

Hybrid

AUD 103,000 - 118,000

Full time

11 days ago

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Benefits offered by this job

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Job summary

Inner West Council is seeking a Service Enablement Lead in Sydney to empower Customer Experience teams. You will drive workforce planning, scheduling, training, and quality assurance to deliver outstanding service daily.

Collaborate with leaders and frontline teams to optimise resources across channels and continuously improve the customer experience. This role offers flexible work arrangements, a strong focus on data-driven decisions, and opportunities to influence service delivery across the

Qualifications

Qualifications in business, training, customer service, workforce planning, or related discipline.
Experience with workforce scheduling, rostering or workforce planning in a customer service environment.
Experience coordinating training, capability development or quality assurance using CRM, telephony, reporting or customer service systems.
Strong understanding of customer service operations and service quality principles; strong organisational and planning skills to manage priorities.
Ability to analyse operational data, workload trends and service demand; identify and implement process improvements.
Excellent communication, facilitation and stakeholder engagement skills.