Your new role and how you’ll make a difference
This position is responsible for the provision of guidance and leadership to the Public Access Centre (PAC) team; ensuring an exceptional level of customer service to both internal and external customers of illion; and delivering quality collaboration and consultation with internal and external stakeholders in the ongoing effort of process improvement, leadership and capability uplift.
The value-add things you’ll be doing
- Lead the Learning and development planning process for all direct and indirect reports.
- Lead efforts to improve illion customer experience.
- Coach the team in best practice management of support requests for all Customers and stakeholders (internal and external).
- Accurately maintain and distribute all daily, weekly, quarterly and annual team reports in a timely manner.
- Accurately maintain and distribute all monthly individual reports in a timely manner.
- Conduct ad hoc reporting as needed.
- Provide process leadership where required for each of the processes maintained by the PAC team.
- For selected processes found to be inefficient:
- Document current process.
- Provide process improvement recommendations.
- Implement process improvements.
