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This role offers a hybrid schedule in our Newcastle office (3 days in office, 2 days work from home); at this time, only qualified candidates who currently reside within commutable distance are being considered.

Please note: This role requires full working rights in Australia, without current or future sponsorship. Proof of this is required to be produced during the final stages of the selection process.

SUMMARY

The Manager, Workforce Support manages Avetta’s internal and external supplier support teams to enable contractor success in the Avetta Network. The foremost focus of this role is to ensure that the suppliers’ customer experience with Avetta is world class. This is accomplished by implementing strategies and processes, as well as managing performance of support personnel across multiple teams who interact with Avetta suppliers through front-office and back-office service and support functions. This role also supports worker and client support operations, either directly or indirectly as assigned, for customers using Workforce.

The Manager, Workforce Support Operations will use in-depth knowledge of the Connect and Salesforce platforms to manage Supplier Success Professionals scheduling and real-time operations and facilitate the maximization of resources (human and automated) to achieve customer satisfaction, productivity, schedule adherence and business goals.

This role is responsible for aligning internal resources to enable individual supplier support teams to assist customers through the compliance process, including all inquiries from Avetta suppliers, in a manner that aligns with Avetta priority behaviours, established and approved company processes, and best-in-class service and support practices.

The Manager, Workforce Support Operations is responsible for the overall operational management and day-to-day functions of partner teams assigned to support Avetta suppliers, including all non-English language support applicable to our customers. Partner management includes ensuring all staffing, attendance, quality assurance, customer satisfaction, and productivity SLAs, as well as overall operational governance of external teams and leaders.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Provide direct management and leadership of multiple internal and/or external supplier support teams as assigned.
• Provide professional and development support to assigned internal and external team leaders.
• Ensure effective coaching and performance management occurs with the support organisation, both directly and indirectly to multi-level team members.
• Interfaces with other global support operation and support groups to ensure smooth-coordination of staffing to meet and exceed quality and customer satisfaction goals to ensure customer retention and uphold the company brand.
• Creates and evaluates weekly, monthly performance reports. Including compliance increases and contact performance rates.
• Creates and fosters a positive, successful work and professional work environment where employees choose to work and achieve their goals.
• Enacts contingency plans as needed; escalates and directs activities during systems problems, disasters, etc.; identifies potential problems, troubleshoots, escalates issues to management and IT staff, and participates in post-mortem analysis of problems providing input for future process improvements.
• Ensures successful campaign launches for compliance increases and continued monitoring of client’s compliance performance.
• Monitor peak compliance drop times and work with teams to anticipate these drops as well as plan for ensuring rebounds from any compliance drops are prioritised.
• Participates in daily, weekly, monthly and annual planning process as appropriate.
• Keeps immediate superior promptly and fully formed of all problems or unusual matters of significance and takes prompt corrective action where necessary or suggests alternative courses of action which may be taken.
• Coach, develop and mentor members of your team.
• Create and maintain an engaging operations culture, that is keenly focused on responding to and solving customers challenges – a customer centric culture.
• Design and manage incentives and other rewards and recognition initiatives in partnership with your Team Leaders, and other departments.
• Build relationships with and work closely with other departments such as HR, Training, Client Services, Product, etc.
• Quickly respond to and manage escalated service opportunities within your department.
• Work and partner very closely with other Supplier Success Managers, including Workforce Management, and Campaign managers.
• Become an expert in the use of Avetta’s Systems and tools.
• Ensure SLAs for Metrics that Matter are consistently met and exceeded.
• Ensure all staff within your operation received consistent, meaningful and effective coaching and development.
• Provide leadership and clarity of company and department goals and vision.
• Produce World Class Customer Satisfaction results.
• Participate in and provide WFM & SLA related updates during meetings.
• Work in partnership with off-shore partners performing back-office and live support services.
• Support continuous improvement efforts to further improve Avetta customer support outcomes through tools, processes, practices, and people performance.
• Other tasks and duties as required.
• Ensure Verification Quality - Accuracy exceeding 99%
• Show compliance with department operating budget
• Achieve Interaction Quality scores of 90%
• Improve employee motivation and retention
• Maintain metric standards in Supplier CSAT metrics (as measured via post transaction surveys) for Overall CSAT, NPS, Contractor Detractor %, and Support Issue Resolution.
• Maintain and monitor productivity scores for assigned work units.
• Monitor and ensure adherence to Standard Service Center SLAs (including ASA, % answered, abandon rate, service level, etc.) across all service channels such as phone, chat, email, voicemail, SMS, and any additional platforms used for customer support.
• Attendance and Schedule Adherence

IDEAL QUALIFICATIONS:

• 5+ years of experience managing a call/support centre.
• Metrics-driven and analytical mentality
• Excellent problem-solving skills
• Ability to prioritize and multi-task
• Skilled at working cross-functionally
• Comfortable in a fast-paced environment
• Remarkable written, oral, and interpersonal communication skills
• Understanding of support centre practices and technology