Contact Centre Operational Excellence Specialist

We have a really exciting opportunity to for a Contact Centre Operational Excellence Specialist to join our energetic and vibrant team in Melbourne CBD.

The role will be key in the design, development and delivery of training with a focus on continually refining the capability agenda for team members and leaders within our Contact Centres in conjunction with broader enterprise capability requirements.

You will support the development and facilitation of all onboarding programs, adult-oriented learning materials and resources, including presentations, product training, best practice procedures, frameworks, and case studies, competency-based assessments, including activities and simulations as needed to support onboarding and upskilling.

In addition the role will support the development of a coaching and conversation framework and participate in coaching activities to support leaders and consultants embed new and refine existing skills to support our customer and banker experience and speed to proficiency.

This role will support the ongoing monitoring and improving the quality of BOQ group customer experience as it relates to our Agents adherence to quality and compliance.

• About you

We're looking for an achievement oriented, creative design thinker with extensive experience in the scoping, design and build of learning experiences across all mediums and technologies for both technical and customer engagement competencies for a frontline specialist audience.

In addition you will possess

• Intermediate to advanced skills in learning authoring, information design and media tools which results in the efficient delivery of high-quality learning content
• Well-developed internal consulting skills
• Strong and effective coaching skills
• An ability to quickly instill trust and deliver exceptional customer experience
• Proven history operating in a highly compliant environment
• About Us

BOQ is one of Australia's leading regional banks and provides a genuine alternative for Australian financial services customers and employees. Our purpose is to create prosperity for our customers, shareholders and people through empathy, integrity and by making a difference. Our ambition is to be known as the bold challenger bank; with multi-brands that are digitally enabled with a personal touch.

BOQ is passionate about providing opportunities for you to develop your career as we continuously adapt and deliver in a transformational and collaborative environment with a strong focus on community.

BOQ's Inclusion vision is to foster a workspace that values and leverages difference and creates new possibilities, a place where our people feel confident to bring their best selves to work every day. We embrace difference and believe that our workforce should reflect the customers and communities that we serve.

In 2021 BOQ Group was awarded a Workplace Gender Equality Agency (WGEA) Employer of Choice for Gender Equality citation.

• Our Benefits
• Discounted financial products
• Salary sacrificing options
• Paid parental leave with no minimum
• Paid volunteer days
• Purchase annual leave
• BUPA Corporate Plan
• Employee Assistance Program (EAP)
• A 'zero tolerance' to Domestic and Family Violence (DFV) with active support for employees experiencing DFV
• 5 employee diversity network groups focusing on; First Nations Reconciliation Council, Proudly ME (LGBTIQA+), Multicultural, Gender and Early Career.
• BOQ Group is a member of Pride in Diversity and a participating organisation in the Australian Workplace Equality Index.
• How to Apply

The Bank of Queensland is committed to diversity and an inclusive workforce. Aboriginal and Torres Strait Islander People are encouraged to apply.

If you are successful for a role with the Bank of Queensland, it is a condition of employment that background screening is completed to ensure that the Bank complies with its obligations under the Anti-Money Laundering and Counter Terrorism Financing Act. These checks may include, but are not limited to : identity, verification, reference checks, criminal background checks, immigration checks, verification of academic qualifications, bankruptcy checks.

Job Reference : BOQ01855