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Real Time Team Leader

Serco - Adelaide, SA

Manufacturing & Industrial
Source: uWorkin

Source: uWorkin


Job Req ID: 125545

Posting Start Date: 04-May-2021


Adelaide, South Australia, AU, 5000

Contract Type: Full Time

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Job Advertisement
  • Opportunity to join a recognised multinational;
  • Above market remuneration;
  • Full time role based in the heart of Adelaide CBD
About You

You are a strategic, analytical and results driven leader with a strong customer service and delivery focus. Your extensive experience has helped you to develop highly effective organisational and problem-solving skills, and strong functional knowledge of influencing factors such as KPI’s, service levels, and the relationships between quality, productivity, billing and employee satisfaction. You will also possess knowledge about the application of Workforce Managements Software systems, reporting capabilities, management queues and activity routing/overflow.

You are resilient, a self-starter, adaptable to change and work with a sense of urgency while maintaining a calm, professional and approachable appearance. A professional who is engaging, collaborative and has exceptional communication and motivational skills you can work under pressure whilst maintaining clear priority on task allocation and attention to detail.

We are looking for a true leader, mentor and motivator of people with highly developed EQ and IQ and a passion for excellence in delivery of all activities.

About The Role

Our Adelaide based Operational Support Centre (OSC) supports 24x7 workforce management activities to over 7,500 employees across numerous contracts across the Serco ASPAC business focussing on our key operating areas of Defence, Health, Immigration and Justice.

Working within the real time management team and reporting to the Service Delivery Manager, you will provide team leadership ensuring that the contact between the varying Operational Support Centre (OSC) Workforce Management end users is handled efficiently to meet the key performance indicators of the varying contracts in terms of roster management.

To Be Successful In This Role, You Will Have
  • The highest levels of personal integrity and ethical behaviour
  • Be willing to work across a 24/7 roster with your team
  • Previous team management experience
  • Experience in workforce management methodologies
  • Well-developed technical skills, MS Office products and relevant technologies
  • Demonstrated ability to analyse and interpret data
  • Experience coaching and mentoring staff to meet KPI’s
This is a position of trust and responsibility and to support this we will conduct a thorough probity assessment as an essential selection component for this role.

About Us

Within our Group Corporate teams, we collaborate and support the operational arms of Serco’s Asia Pacific division. We problem solve and innovate across a range of disciplines including Corporate Affairs, Finance, Information Technology, Legal, Sales and Bids.

At Serco, you’ll be part of a team of more than 50,000 people delivering essential services on behalf of governments and organisations around the world. We apply world's best practice, insights and technology across six key sectors: Citizen Services, Defence, Healthcare, Immigration, Justice and Transport. But no matter your role or where you’re based, we each share the same goal – to bring service to life to make a positive difference every day. To learn more please visit www.serco.com/aspac

Join Us

If you are inspired to make a positive different and would like to be considered for this opportunity, please apply now.

Serco values of Trust, Care, Innovation and Pride underpin everything we do. We are curious, creative and collaborative. Our people help in ways that matter.

We are committed to diversity and we encourage people to apply from different backgrounds. By joining Serco you will have access to our Global Employee Networks – SercoInspire (Gender), SercoEmbrace (Multicultural), SercoUnlimited (Disability) and In@Serco (LBGTI+) Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging.

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