VicRoads RLS, founded in August 2022 by a consortium of Aware Super, Australian Retirement Trust, Macquarie Asset Management, and the Victorian State Government, operates under a long term concession deed issued by the State Government. This strategic 40-year partnership is transforming VicRoads RLS into a more commercial, customer-centric, product led and digitally advanced organisation. Our purpose to ‘make services seamless and support safer networks for our communities’ drives our commitment to ensuring our customers get what they need, when they need it.
Our organisational values steer our actions, decisions and behaviours as we progress on our path of transformation.
We work collaboratively with the Victorian State Government to ensure we fulfil regulatory requirements, deliver State projects and safeguard customer data. The Victorian State Government retains sole responsibility for road access, infrastructure and safety
Salary: $100,098 - $120,000 plus Super
Tenure: Full-time/ ongoing
Location: Melbourne CBD
Are you ready to lead the charge in revolutionising customer service through speech analytics? VicRoads is seeking a dynamic Manager of Operational Performance to take the helm of our Customer Contact Centre’s Speech Analytics initiatives.
About the Role:
As the Manager Operational Performance, you'll be at the forefront of analysing spoken language data to extract valuable insights that elevate customer experiences, optimise business processes, and pinpoint areas for improvement. Leading a small but dedicated team, you will have one direct report, collaborate with Senior Managers and key stakeholders to set objectives, manage projects, and drive impactful changes based on our Speech Analytics outputs.
What You Will Do:
- Data Analytics: Utilise leading Speech Analytics tools (e.g., Verint, Enthu, NICE) to identify patterns, trends, and actionable insights in voice interactions.
- Collaboration & Impact: Work cross-functionally with departments like Product, CX Experience, and IT to enhance customer workflows and drive digital adoption.
- Project Leadership: Oversee business readiness activities for change initiatives, ensuring our Customer Contact Centre is primed for transformation.
- Stakeholder Management: Build cooperative relationships with stakeholders to align analytics findings with our strategic goals.
Who You Are:
The ideal candidate will have:
- Experience: A proven background in Customer Analytics with a focus on Speech Analytics (3+ years), along with strong proficiency in AI technologies and natural language processing.
- Analytical Skills: Exceptional analytical abilities and a knack for interpreting complex datasets into clear, concise reports with actionable recommendations.
- Communication & Management: Excellent stakeholder management and communication skills, able to advocate for data-driven strategies effectively.
Strong communication skill and the ability to communicate to a diverse demographic.
Why VicRoads
At VicRoads, we are committed to creating a great people experience and fostering trust with our community. We prioritise innovation and excellence and are determined to maintain a culture of integrity and accountability.
What We Offer:
- Competitive salary with opportunities for professional development.
- A supportive environment that encourages innovation and improvement.
- The chance to drive change and make a real impact in customer service delivery.
Join Us!
If you are passionate about analytics and customer service, ready to transform insights into action, we invite you to apply for the Manager Operational Performance position today!
How to Apply:
Please submit your application via the “Apply” button. Applications should include a resume and a brief covering letter. Applications close 11.59pm on Sunday 6 April 2025.
For a copy of the Position Description please email [email protected]
Unfortunately, applications cannot be accepted via this email.
Please note: This position requires the successful employee to provide evidence of being fully vaccinated against COVID-19, or medical evidence which confirms the individual is unable to receive a dose, or a further dose, of a COVID-19 vaccine due to a medical contraindication or an acute medical illness.
Failure to comply with this condition of employment may impact your eligibility for employment in this position with Vic Roads. VicRoads is required to evidence your right to work in Australia and may ask for your consent to check records maintained by the Department of Immigration and Border Protection as well as records maintained by Victoria Police and VicRoads as part of the selection process. Information provided to VicRoads will be treated in the strictest confidence.
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