Contact Centre Supervisors - Melbourne VIC
10 hours ago
Job description
- Salary: $85,204 - $95,705 (plus 15.4% superannuation and allowances)
- Office Location: Melbourne or Geelong
- Full time or part time Non-ongoing APS 5 positions for 12 months with the possibility of extension
About the role
The Australian Bureau of Statistics (ABS) is looking to fill multiple roles for Contact Centre Supervisors in our Data Sourcing Contact Centre (DSCC).
As a Contact Centre Supervisor in the DSCC, you will lead a team of APS2 & APS 3 Survey Officers who are responsible for both inbound and outbound calls where they support providers to complete their survey obligations.
Roles and responsibilities vary however, typical responsibilities include:
- Coaching and developing staff, including providing feedback and training to team members to support them to gain new skills and help staff engage positively with change.
- Managing a team of both casual and ongoing staff members, in a fast-paced contact centre environment.
- Assisting a team to meet operational targets and deadlines, with a strong focus on quality and effective process.
- Acting as an escalation point for Survey Officers who have questions about survey content, processes or procedures.
- Monitoring Survey Officer performance through viewing contact centre data.
- Regularly meeting with team members to provide performance updates, listen to calls and create coaching plans to support performance.
What we are looking for (selection criteria):
- To be suitable you should have most or all of the following skills, qualities and experience:
- Ability to lead and develop a team, including those working remotely, in a fast-paced changing environment.
- Ability to manage competing priorities, including the ability to complete business as usual work while leading through change
- Ability to use sound judgement and reasoning to resolve complex problems.
- Excellent written and verbal communication skills, including demonstrated ability to engage effectively with internal and external stakeholders.
How to apply
To apply, complete an online application form on the ABS e-recruitment system.
You will need to upload your current resume, provide referee details and respond to the following:
In no more than 500 words, provide a statement of claims of how you have demonstrated the skills, qualities, and experience (outlined in Section 1 of the Applicant Information kit) required for these roles.
Please read the attached
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