Manager Capability and Improvement

We are looking for an experienced Manager, Capability and Improvement to join the Residential Tenancies Authority (RTA). In this role, you will lead a multidisciplinary team of Quality and Training Officers driving enhancements in the RTA's contact centre knowledge and ensuring exceptional customer experiences.

This position is a permanent, full-time role and is located in the Brisbane CBD with generous flexible working arrangements.

The Manager Capability and Improvement, plays a pivotal role in leading a skilled team to deliver high-quality training for frontline staff, oversee quality monitoring programs, update content and knowledge resources, and drive continuous process improvement. Through strategic projects and initiatives, this role contributes to the achievement of the RTA's Strategic Plan, Roadmap for Success, and Customer Experience Strategy.

To Be Successful You Will Need

• Proven experience leading a multidisciplinary team in a fast-paced and complex contact centre and customer service environment
• Strong ability to analyse strategic, operational and business plans to define project deliverables, approaches and outcomes
• Expertise in guiding and empowering teams to design and implement learning and development initiatives that foster a culture of excellence and innovation
• Exceptional written and verbal communication skills, with the ability to identify opportunities for and drive continuous improvement across both back-office and front-office customer service teams
• Strong organisational skills with the ability to manage competing priorities, work under pressure and meet strict deadlines
• Experience in delivering projects focused on continuous improvement, policy and procedure updates and contact centre knowledge management systems
• A track record of leading teams responsible for training needs analysis, training plans, learning content development, and quality monitoring frameworks, with a strong understanding of contact centre workforce management principles.
  
  
  

What We Offer Is

• The flexibility to work from home up to 60% of the time once successfully onboarded and approved
• Beautifully designed offices at Midtown Centre on Mary St, Brisbane CBD
• A rewarding role with extensive learning and professional development opportunities
• A highly supportive culture that values diversity and inclusion while contributing to team success
• An employee health and wellbeing program and reward and recognition program.
  
  
  

Your Application Should Contain

• Cover Letter - Maximum of 2 pages outlining how and why your skills and experience are suited to this position, specifically relating to the functions outlined within the Your Key Responsibilities section of the position description and the vision, results and accountability indicators for the leadership competencies outlined in the Leadership Competencies for Queensland Framework
• Resume
• 2 referees.
  
  
  

For further information on what your cover letter should contain, please refer to the Additional information for applicants document attached.

If you have included any education and professional qualifications or enrolments to your resume, please attach these to your application.

Occupational group Customer Service/Call centre