APS6 Contact Centre Improvement Officer

Posted 30 June 2022
Salary$58.50 per hour
LocationDandenong
Job type Temporary
DisciplineOperations & ManagementSupervisor/Team Leader
ReferenceJO-2206-482296-1

Job description

APS6 Contact Centre Improvement Officer
We have opportunities to join a large Federal Government Agency based in Dandenong or Geelong. As an APS6 Contact Centre Improvement Officer you will work closely with the contact centre to provide detailed technical, professional, policy, operational support, and advice in relation to complex problems. Further the position assists the coordination of the strategic planning, program and project management, and policy development to support the departments objectives.
 
The role will be a 12-month temporary assignment paying $58.50 per hour plus super.
 
Responsibilities
 
As an Improvement Officer, you will be required to:
  • Support the delivery of business requirements for technical enhancements to improve service delivery.
  • Analysing Contact Centre performance to recommend procedural and technical improvements.
  • Supporting improvement initiatives for teams delivering services in the National Contact Centres.
  • Coordinate and draft correspondence and reports.
  • Contribute insights relating to risk, performance, and improvement strategies.
About You
 
To be successful in this role you will have a level of proven experience working within a similar environment (contact centre or government).
 
You will also have a passion for continuous improvement and identifying areas for business for learning.
 
In addition, you will demonstrate:
  • Demonstrate experience coordinating and leading a team including implementing work plans, setting tasks and priorities and managing workflows
  • Strong communication skills with the ability to build relationships with internal and external stakeholders
  • Excellent oral and written communication skills with well-developed interpersonal skills
  • The ability to be flexible and responsive to competing demands
  • Excellent time management and organisational skills
As this role is within the Federal Government, applicants are required to hold Australian Citizenship in order to be considered.
If you are interested in this role, please APPLY NOW or call DFP Recruitment on 8632 9900 for more information.

DFP welcomes applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds and people with disability. In addition, DFP will provide reasonable adjustments for individuals with disability throughout the recruitment process. If you identify as a person with disability and require adjustments to the application, recruitment, selection and/or assessment process, please advise via adjustments@dfp.com.au or 1300 337 000 and indicate your preferred method of communication (email, phone, text) so we can keep in touch and meet your accessibility needs.

Note: You may be required to provide evidence of your COVID-19 vaccination status.