APS6 Team Leader | Call Centre

Posted 13 May 2022
Salary$50 - $51 per hour
Job type Contract
DisciplineSupervisor/Team Leader

Job description

Our Brisbane CBD based Federal Government client is a call centre environment which provides a mechanism for job seekers, employers and interested members of the public to ask questions and provide feedback about employment services.

We currently have an opportunity for an APS6 (equivalent) Team Manager to perform an operational leadership role within their Contact Centre based in Brisbane CBD.  Key responsibilities will include:
  • Lead and motivate around the team to optimum performance levels.
  • Act as a role model to others whilst striving to achieve high standards of performance and customer service.
  • Provide clear and concise direction, support and guidance to the team through effective coaching, leadership and setting of objectives.
  • Manage performance proactively and transparently, coaching and mentoring, developing work plans and rosters, preparing and delivering training, monitoring and allocating workloads and providing quality assurance.
  • Challenge processes and procedures, identify and implement improvements to enhance the customer experience or improve operational efficiency.
  • Work with Workforce Management to ensure the most effective resource plans are developed and achieved.
  • Prepare correspondence and documentation including responding to approaches from the Office of the Commonwealth Ombudsman.
  • Work closely with the Director and other Assistant Directors (in Adelaide and Brisbane) and other business areas to respond to change and provide strategic directions Team.
  • Build and sustain relationships with key stakeholders both internal and external to the department including the South Australia State Manager and Leadership Team.
You will be an enthusiastic and motivated team manager with the following skills and capabilities:
  • Leadership capability in setting direction, prioritising and nurturing a positive team culture, both directly and through your APS 5 Team Supervisor (including achievement of team and individual KPIs).
  • The ability to interpret, explain and apply legislation, frameworks and guidelines as they apply to the department’s employment services programs.
  • Operations and project management expertise in a busy and ambiguous environment.
  • Communication skills to convey complex information, tailor messaging and resolve issues.
  • Strong analytical skills and the ability to interpret data.
  • Initiative, flexibility and resilience.
 This is a full-time position with the Centre operating between 8.00am to 7.00pm, Monday to Friday. 

These roles are due to commence from late May/ early June. This is a 12 month assignment with view to extension. 

Applicants must hold Australian Citizenship and the completion of a National Police Check is essential prior to commencement.

If you are interested in this role, please APPLY NOW by clicking the available link.

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.