Capability & Outcomes Specialist Level 1
Inland Revenue
Christchurch, New Zealand
9d ago

We have fantastic fixed term opportunities for Level 1 Capability and Outcomes Specialists to join our Centralised Operations team, working in the Real Time contact management environment.

The fixed term is to the end of 2019.

The team is responsible for overseeing the real-time operational aspect of the voice, IVR and SMS channels. This is a fast paced and responsive work environment, which relies on effective decision making and strong stakeholder management skills.

The key skills required for this role are :

  • The ability to analyse data and future projections to provide management with accurate information to make appropriate and timely decisions.
  • Knowledge of IR's telephony systems / processes and contact centre environment would be a significant advantage.
  • Decision making skills to be able to identify the consequences of recommendations / decisions made and apply this learning to future problem resolution.
  • Co-ordinate between business areas, providing tailored advice that allows team leaders and / or managers to develop and implement robust workflow and planning management plans.
  • Excellent communication skills, both written and oral and the ability to effectively communicate across all levels of the Business.
  • Build and maintain effective relationships with a wide range of internal and external stakeholders, customers, other government departments and external agencies.
  • The ability to pick up technical learning quickly and move with ease across multiple systems
  • Self-motivation - Actively manage their own area of work and / or allocated project-based activities and initiatives.
  • Please note the contracted hours of work will be rostered between 7 : 30am 8 : 15pm Monday Friday, and 8 : 30am 1 : 15pm Saturday.

    Applications close 5pm, Friday 19th October 2018.

    Additional information

    If this sounds like an opportunity you'd like to be a part of, please apply online and submit an expression of interest outlining what skills, knowledge and experience you will bring to this position.

    Please speak with your substantive manager and secure their permission to apply for this role.

    For further information please contact Nadine Eales, Senior Advisor on 04 890 1113.

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