Service Enablement Lead - Elevate CX & Flexible Workforce

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

Benefits offered by this job

Gym membership from $18.65/week

Job summary

Inner West Council invites applications for the role of Service Enablement Lead. You will empower Customer Experience teams with workforce planning, scheduling, training, quality assurance, and service improvements to deliver outstanding service daily.

Working with leaders and frontline staff, you will build a flexible workforce, optimise multi-channel resources, and continually enhance customer experiences. Demonstrated collaboration and data-driven decision making are essential.

Qualifications

• Qualifications in business, training, customer service or workforce planning, or equivalent experience.
• Experience in workforce scheduling, rostering or planning in a contact centre or service delivery environment.
• Experience coordinating training with workforce planning, CRM, telephony, reporting or customer service systems.
• Strong understanding of customer service operations and service quality principles.
• Ability to analyse operational data, workload trends and service demand.
• Excellent communication, facilitation and stakeholder engagement skills.

Responsibilities

• Drive workforce planning and scheduling, plus training, quality assurance and service improvement.
• Collaborate with leaders and frontline teams to build a flexible, capable workforce.
• Optimise resources across multiple channels and continuously improve the customer experience.

Skills

Workforce planning

Communication skills

Stakeholder engagement

Training coordination

Data analysis

Process improvement

CRM systems knowledge

Organisational skills

Education

Relevant qualifications in business/training/customer service or related discipline

Tools

CRM systems

Telephony systems

Reporting tools

Job description

Inner West Council invites applications for the role of Service Enablement Lead. You will empower Customer Experience teams with workforce planning, scheduling, training, quality assurance, and service improvements to deliver outstanding service daily.

Working with leaders and frontline staff, you will build a flexible workforce, optimise multi-channel resources, and continually enhance customer experiences. Demonstrated collaboration and data-driven decision making are essential.