Elements and Performance Criteria
- Monitor and improve workplace operations.
- Monitor efficiency and service levels on an ongoing basis through close contact with day-to-day operations.
- Ensure that workplace operations support overall organisation goals and quality assurance initiatives.
- Identify quality problems and issues promptly and make appropriate adjustments, with relevant approvals.
- Adjust procedures and systems in consultation with colleagues to improve efficiency and effectiveness.
- Proactively consult with colleagues about ways to improve efficiency and service levels, including potential for new technologies.
- Provide feedback to colleagues and management to inform future planning.
- Identify and take opportunities to evaluate current and emerging industry trends and practices for relevance to own work situation.
- Plan and organise workflow.
- Assess current workload of colleagues accurately.
- Schedule work in a manner that enhances efficiency and customer service quality.
- Delegate work to appropriate people according to principles of delegation.
- Assess workflow and progress against agreed objectives and timelines.
- Assist colleagues in prioritisation of workload through supportive feedback and coaching.
- Provide timely input to appropriate management regarding staffing needs.
- Maintain workplace records.
- Solve problems and make decisions.
- Identify workplace problems promptly and analyse from an operational and customer service perspective.
- Initiate short-term action to resolve the immediate problem where appropriate.
- Analyse problems for any long-term impact, and assess and action potential solutions in consultation with relevant colleagues.
- Where a team member raises a problem, encourage the individual's participation in solving it.
- Take follow-up action to monitor the effectiveness of solutions in the workplace.