Contact Centre Team Leader

2 weeks ago

Canberra, Australia Australian Government Full time

Canberra, ACT (The agency supports and promotes flexible working, including remote options on negotiation)
- Ongoing/Non-Ongoing (Non-ongoing will be offered for 12 months)
- $95,284 - $108,474 + Superannuation

**About the Branch**:
The Corporate Branch is responsible for delivering enabling services that support the effective and efficient operation of the agency and facilitates the agency’s compliance with legislation, policies and guidelines.

The branch is responsible for the business part of the agency. We provide the critical infrastructure, expertise and assistance like recruitment, finance, security and communications, to enable the agency to meet its business goals and objectives.

**About the Section**:
The Corporate Communications section supports agency outcomes by promoting good work culture, employee value proposition, and by managing our web services and contact centre to keep internal and external clients and stakeholders informed.

We work closely with the Strategic Communications Section to deliver cohesive, considered and impactful communications for the agency, focussed on user experience and engagement. We also work closely with staff and senior executive to provide communication advice and support delivery of agency outcomes.

**Role Responsibilities and Duties**:
The Contact Centre is a small busy team within the Corporate Communications section. Our contact centre provides the first point of contact for people contacting the agency.

Our Contact Centre provides a first point of contact for stakeholders. The Contact Centre Team Leader:

- Manages the day-to-day operations of the Contact Centre.
- Supervises contact centre operators, supporting their wellbeing, and monitoring their attendance, workload and performance through quality assurance framework.
- Handles complex calls when required.
- In collaboration with the leadership team, maintains team cohesion, identify and address staff learning and development needs, and arrange training.
- Supervises the maintenance of contact centre resources.
- Builds and maintain relationships across the agency to ensure the contact centre has the tools it needs to meet service delivery standards.

**Qualifications/Experience**:

- High level communication skills, with demonstrated ability to tailor messaging for different audiences.
- Leadership experience in a contact centre or client service environment, dealing with a high volume of complex enquiries.
- Ability to manage, support and develop staff, and provide quality feedback, demonstrating an understanding of people policies and procedures, including leave and performance management guidelines.

The following experience and qualities are highly desirable, but not essential:

- Ability to work in a changing environment.
- An understanding of the government’s renewable energy policies and programs.
- Familiarity with Microsoft Dynamics CRM, and NICE CXOne.

**Applications close 11.30pm on Sunday, 08 December 2024

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