Manager, Operations

Senior role as the Manager, Operations to assist in improving and maintaining support for client access to Legal Help services.
Job Details
VLA Logo
Department: Victoria Legal Aid
Work Type: Fixed term - full time
Job Function: Customer Service / Call Centre
Classification: VLA5 - V5AO8C
Work Location: Melbourne - CBD
Reference: VG/1719MO
Closing Date: 21-Jul-2024
Salary Range: $123,625 - $157,340
Job Duration: Up to 17 months
Attachments: Manager, Operations -Legal Help - PD.docx (Word, 231KB)


Manager, Operations - Legal Help #1719 - Candidate application form.docx (Word, 227KB)


Contact: Josephine LaSpina, Project Officer
(03) 9269 0205

Position Details

  • Full time maximum term position up to 17 months 
  • This role is a parental leave replacement position
  • Salary based on experience, range: $123,625 -$157,340 plus super
  • Up to $15,900 in salary packaging and hybrid WFH & office model

About the role:
You will play a key role in leading the day-to-day management of our Legal Help contact centre, undertaking process improvements, maintaining oversight of our workforce management processes, interpreting data and performance trends, generating reports, and providing support to the Legal Help Operations team. You will also aid in the development, implementation, and upkeep of systems that facilitate client access to Legal Help services.

This role is based at our Melbourne CBD office on Wurundjeri Country.

About you:
As our ideal candidate, you will possess:

  • Proven leadership experience managing teams within a helpline environment and an understanding of call centre metrics/ business KPIs and how these affect service levels (mandatory).
  • Demonstrated expertise in overseeing contact centre operations, including proficiency in assessing performance and analysing customer metrics and forecast data.
  • Strong interpersonal skills, exhibiting the ability to effectively communicate, collaborate, consult, and influence both internal staff and external stakeholders.
  • Proficiency in strategic planning and the ability to lead improvement projects.
  • Understand WFM resource planning methodologies to oversee the effectively planning and prioritisation our workforce to meet the needs of the community.
  • Excellent communication skills and the ability to work with a complex and changing environment.

Don't meet every requirement? At VLA, we understand that your work and life experiences can be just as valuable. If you're excited about this role but your CV doesn't align perfectly with our job description, we encourage you to apply anyway. You may be just the right candidate for this or one of our many other opportunities.

About Victoria Legal Aid:
We provide legal representation to those who need it most. With over 1000 staff employed in 15 offices across Victoria, we help people with their legal problems by providing information, advice and education with a focus on the prevention and early resolution of legal problems.

Our clients come from all walks of life and so do we. We hire great people from a wide variety of backgrounds and foster a work culture that's inclusive as well as diverse. Your unique ideas and perspectives are valued so that we best represent the people we serve.

Employee benefits:

  • Focus on work-life balance including flexible working arrangements
  • Hybrid work from home & office model
  • Training and professional development opportunities
  • Excellent salary packaging options including General Expenses up to $15,900, Meals & Entertainment up to $2,650 and Novated Leasing
  • Opportunity to join Myki Commuter Club(and salary package the cost)
  • Supportive team environment in modern offices (including free gym and end-of-trip facilities at our CBD office)
  • Access to discounted Private Health Insurance

How to apply:
To be considered for this role, please submit a current resume and completed candidate application form (listed within the file attachments).

If you require adjustment to the recruitment and selection process or need an alternative format to any of the application material, please don't hesitate to get in touch with our team.

For further information review the attached position description or contact Josephine LaSpina, Projects Officer, Resourcing and Professional Development on (03) 9269 0205.

No agency applications will be accepted.

Applications close by 11.59pm on Sunday 21 July 2024.

Other relevant information:

It is a requirement that staff attend for office-based days at their primary work location. In line with this requirement, interstate applications will be considered only where the candidate is able and willing to relocate to Victoria, unless part of a border community.

VLA is committed to putting the safety and wellbeing of children first.


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