Outbound calls Jobs at Australian Universities

Coordinator, Outbound Campaigns

Deakin University Flexible Similar Jobs

Closing: 19-Sep-2024 Expired

Dates

Location

Salary

Responsibilities

Coordinate the development, delivery and scheduling of outbound call centre campaigns and programs which provide targeted support for students at risk of disengaging and potentially failing units and dropping out.
Foster an effective, positive team environment and to build and maintain strong working relationships with stakeholders including staff, students and community providing timely information to facilitate an effective and collaborative approach to the development of events, programs and activities.
Ensure that communications to students developed for campaigns are aligned to the unified communications policy, working with the relevant teams to develop, review and update communications (including call scripts, SMS and emails).
Manage a team of casual staff members and take responsibility for recruitment and onboarding.
Conduct silent monitoring of direct reports campaign calls and emails to provide subsequent training, where needed, to improve service quality and first contact resolution rates.
Distil the core issues from complex information, and ensure accurate and timely updating of data collection, draws accurate conclusions and condense complex information and next steps into simple concise terms that others can understand, including routine and ad hoc reports.

Requirements

A Degree with substantial subsequent relevant experience; or
Extensive experience and management expertise in technical or administrative fields; or
An equivalent combination of relevant experience and/or education/training.
Relevant experience in leading and motivating a team, preferably in customer service.
Evidence of experience in, and commitment to provision of a positive student or customer experience.
Demonstrated experience working in an outbound call centre.
Demonstrated experience working in a higher education environment and understanding of effective transition strategies.

Benefits

Access to a variety of leave options including generous parental leave and the ability to purchase additional leave.
Flexible working arrangements to help manage work-life balance.
Ongoing learning and development opportunities to grow your career.
An inclusive and supportive culture and environment to work in, both online and on campus.

Notes

This position may require the incumbent to occasionally work outside business hours.
This position requires the incumbent to hold a current Working with Children Check.