Capacity and Capabilities Manager

APS Level 5 Adelaide, SA $83,908 - $89,706 About the Department of Employment and Workplace Relations We enable access to quality skills, training and employment services to support Australians find secure work in fair, productive and safe workplaces – supporting individuals and our nation to prosper. The Role Reporting to the Team Manager Customer Service (CS), the Capacity and Capability Manager is responsible for maximising resources, undertaking management tasks, developing/updating business processes and procedures, assisting other team members to resolve issues, monitoring and analysing data in real time and using the data to react to staffing levels and production issues. You will also be responsible for ensuring that operators are productive and on schedule to ensure a positive customer experience.  As a subject matter expert, the Capacity and Capability Manager collaborates across OSIR in the development, improvement and implementation of processes and procedures Duties and Responsibilities Responsibilities of the APS Level 5 may include: manage and prepare rosters based on workforce management and coordinate frontline resources to align predicted business needs with service delivery KPIs. prepare forecasts and analytical reporting on contact centre transactions assist staff in being able to deliver professional and efficient service to customer through the provision of coaching and mentoring, development and maintenance of coaching plans and programs to support building capability and reporting on coaching and training outcomes contribute to improving service design and delivery for customer experience and streamline interactions through updating and developing business processes and procedures and assist with the translation of policy and systems into operational practice  identify, escalate and investigate more complex compliance related matters and work with the CS leadership team to facilitate an understanding of compliance with the USI legislative and regulatory requirements assisting with projects and other duties as requested or assigned. How to Apply Applicants are required to provide up to a two-page summary (no more than 1000 words) that outlines skills, knowledge, and experience and why you should be considered for this vacancy. You should take into consideration the position overview (including any detailed position specific requirements) when drafting your response. Where possible include specific relevant examples of your work. The APS work level standards accommodate the diversity of roles across the APS and are structured to clearly differentiate between the work expected (i.e. responsibilities and duties) at each classification level. In the eRecruit (the department’s online recruitment system) you will also need to: upload a Curriculum Vitae provide contact details for 2 Referees. Eligibility   Citizenship - to be eligible for employment with the Department, you must be an Australian Citizen or, in limited circumstances, in the process of obtaining it. Security Clearance - our successful candidate is required to hold, or have the ability to obtain, and maintain a Baseline security clearance. Please refer to the Job Information Pack for more information about the role. How to apply for jobs in the Australian Public Service (APSC Guide) Opens in new window Job Information Pack Opens in new window