From: pswa-jobs@lists.highway1.biz
Date: Thu Nov 06 2003 - 13:33:02 WST
This vacancy has been cleared and is now available to pswa-jobs - VCID 37302
DEPARTMENT OF CONSUMER AND EMPLOYMENT PROTECTION
ACTING/SECONDMENT/CONTRACT OPPORTUNITY
EXPRESSION OF INTEREST
Merit selection
Reference number: 03/172
Position Number: ICCALL05
Title: Team Leader
Level: 3
Section: Call Centre
Directorate: Industry and Community Services
Division: Consumer Protection
Period of appointment 15 December 2003 for 3 months with a possibility of extension
Expressions of interest are invited for the above position.
DUTIES AND RESPONSIBILITIES
Provides supervision, coaching and support services to Customer Service Officers to ensure the provision of a high quality teleservice to all Call Centre customers.
SELECTION CRITERIA
ESSENTIAL
Experience:
1. Relevant experience in a customer service environment preferably within a Call Centre.
Knowledge and Skills:
2. Proven experience in a supervisory role demonstrating skills in identifying and facilitating staff training and development needs.
3. Demonstrated ability to manage a high workload under pressure with competing priorities.
4. Well developed interpersonal and negotiating skills including the ability to communicate effectively with difficult customers and internal staff in resolving the more complex complaints.
5. Analytical and problem solving skills.
6. Ability to lead and work in a team environment and contribute to the achievement of a high level quality service to all customers.
7. Proven ability to undertake keyboard duties and to interact with a personal and on-line computer system; able to input, extract and modify data.
DESIRABLE
8. Understanding of and the ability to interpret Parliamentary Acts, Regulations and other relevant legislation applicable to Consumer Protection.
9. Understanding of and a commitment to the application of Workplace Diversity and Occupational Safety and Health principles practices and legislation
For further job related information, please contact Petrina Lawrence on (08) 9282 0690 or email plawrence@docep.wa.gov.au <mailto:plawrence@docep.wa.gov.au>
Interested staff should forward their statements against the Essential selection criteria in no more than two pages together with a current CV to the Human Resources.
EMAIL sliew@docep.wa.gov.au <mailto:sliew@docep.wa.gov.au>
FAX (08) 9327 8632
POST PO Box 294, West Perth WA 6872
HAND 1260 Hay Street, West Perth 6005
Closing Date: Thursday, 20 November 2003 at 5pm
No pro-forma or late applications will be accepted.
Sue Liew
Human Resource Officer (Recruitment)
Department of Consumer and Employment Protection
Tel: 9327 8659
Fax: 9327 8632
sliew@docep.wa.gov.au
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