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Manager Contact Centre
Victoria UniversityMelbourne, Australia3 days ago
Job descriptionAbout the Role Oversee day-to-day operations of the contact centre, effectively managing departmental resources to ensure they are efficiently allocated and utilised. Lead, inspire, and motivate the team of to meet and exceed performance targets by enhancing individual and team capabilities, promoting professional growth, and fostering a positive work environment. Monitor and analyse team performance metrics related to student engagement, providing data-driven reports that identify trends / areas for improvement, make recommendations on appropriate corrective actions and outline a program of review. Collaborating with the Director Advisory & HQ, exercise leadership and innovation to design, develop and implement strategic initiatives for improving student engagement and contact centre operations, including optimised agent productivity, streamlined workflows, and improved customer / merchant satisfaction. This is a continuing full-time position (36.75 hours per week) at the HEP Level 9 classification and the salary range is $128,446 per annum -$133,636 per annum, plus 17% employer superannuation contribution Manager Contact Centre About You Have a sharp eye for reporting and performance metrics, using insights to drive service and operational excellence Are a confident leader with experience managing customer-facing teams in fast-paced environments Inspire and motivate others, fostering a high-performing culture focused on outstanding service Excel in communication and stakeholder engagement, building trust and driving collaboration across teams How to Apply single document comprising : A cover letter Your curriculum vitae / resume Your responses addressing all selection criteria located in the position description Evidence of applicable qualifications, licences and registration Application Closing Date : Sunday, 20 July 2025 at 11.59pm (AEST) Visa sponsorship is not available for this position. _ This role requires for applicants to have full and permanent working rights in Australia. _ Who to Contact? Why Join Us Our Commitment to Protecting Country : _ Victoria University honours its deep diversity as a foundation for collaboration and social progress. We will demonstrate sensitivity in respecting First Nation perspectives. We will ensure that we respect our Indigenous voices and commit to sustainable Protecting Country. We will take leadership responsibility, in all that we do, to improve the health and wellbeing of our local and global communities, and the planet that we share. _ Our Commitment to Progressive Inclusivity _ Victoria University welcomes and celebrates the diverse perspectives, identities, and backgrounds of all people. We are committed to progressive inclusivity as a core strategic priority. All members of the VU community have a responsibility to be inclusive, respectful and supportive of all. We are committed to maintaining a workforce which reflects the community we serve, this means we strive to attract, retain, develop and empower talented individuals from all backgrounds. We encourage applicants who are Aboriginal and Torres Strait Islander peoples, people with disability, culturally and racially marginalised people, those from the LGBTQIA+ community, people from all ages and socio-economic backgrounds. We believe that a diversity of experiences and perspectives strengthens our community and fosters a more innovative, inclusive, and supportive working environment, where everyone feels they belong. _
Exciting Opportunity within our Advisory & HQ Team
- Continuing Full-Time Role
- Located primarily at our Whitten Oval Campus
- About Us
At Victoria University, we are committed to fostering a positive workplace culture that supports the provision of advice to current and future students. Join us on the journey and help us achieve our strategic drives embedded in our Strategic Plan 2022-2028 : Start well, finish brilliantly. One of the drivers "Thriving place to Study and Work" will enable us to continue to create places that our students and staff love to belong and feel immense pride.
This is an opportunity to lead an energetic and high performing team, responsible for inbound and outbound campaigns to both current and future students, with a focus on delivering exceptional customer service.
An example of your responsibilities or duties you may perform will include :
For a copy of the position description please click here
Applications must be submitted as a
VU provides competitive salaries, excellent superannuation, and a variety of benefits. The university fosters an environment where staff can excel, achieve their goals, and develop their careers. With a focus on diversity, inclusion, and family-friendly policies, VU supports both professional and personal well-being. For more information, please visit our Jobs at VU Webpage
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Manager Contact Centre • Melbourne, Australia
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