Service Connect Team Lead - HR

As Service Connect Team Lead, you will supervise the Tier 1 specialised HR/People skilled resolver group and handle daily operations, escalation of complex inquiries and promote cross-functional collaboration and improvements to daily operations.

Requirements

• Demonstrated Senior or Team Lead experience delivering professional support services preferably in a HR Contact/Service Centre.
• A strong customer-centric mindset.
• Proven ability to assist in the coordination of a team to deliver an outstanding customer service experience consistent with RMIT’s service principles.
• Proven ability to deliver high level customer service in a multi-channelled environment (e.g. telephone, email, web chat etc).
• Proven ability to analyse and interpret a complex range of service metrics and other information to improve performance and customer experience.
• Demonstrated highly developed interpersonal, communication and negotiation skills within a complex organisational environment.
• Experience with ServiceNow, Web Chat, ADP Payroll and/or Workday is desirable.

Benefits

• Salary Level HEW 7 + 17% Superannuation
• Hybrid ways of working