Our client, a large federal government organisation based in Canberra, is seeking Call Centre Supervisors to join their team. This is an opportunity to be part of a significant project that will have a substantial impact on the Australian community.
About the role:
As the Supervisor, you will, under direction from the national contact centre project team, support the contact centre escalation cell, to action escalated enquiries and other referred matters. The team operates flexible hours to service all states in 'local time' including weekends and adjusted for daylight savings. This role requires officers to undertake rostered shift work to ensure coverage of required operating hours.
What you'll do:
Work closely with the contact centre project team, overseeing the day-to-day management of escalation cell staff.
Manage work allocation and reporting to ensure that all enquiries are managed within service levels.
Respond to escalated telephone and enquiries from the national contact centre.
Operate professionally using training, resources and procedures provided.
Make outbound telephone calls to stakeholders.
Escalate complex issues as required.
What you bring:
Exceptional customer service skills within a complex environment, demonstrating resilience and calm when dealing with complaints or challenging situations.
Proven ability to communicate and willingness to engage with diverse individuals and communities and to be flexible and adaptable.
Knowledge and experience in successfully completing allocated tasks, accepting the stated importance of tasks and delivering results within competing timeframes and priorities.
Exercises judgement to solve problems while adhering to guidelines and escalates issues appropriately.
Analytical abilities with the ability to obtain accurate conclusions and apply innovative initiatives to address any issues that arise.
Demonstrated ability to coach and mentor staff, encouraging team improvement and promoting professionalism.
Knowledge and experience using Microsoft Office and other computer-based applications.
Demonstrated personal integrity whilst achieving results within legislative, policy and budget parameters.
Ability to represent in a professional manner and work effectively as part of a team to support the efficient delivery of a large event.
Experience working in a contact centre environment.
What sets this company apart:
This is an exciting opportunity to join a large federal government organisation based in Canberra. The organisation prides itself on its commitment to service design and human-centred outcomes. They offer long-term positions with opportunities for growth and development. Working here, you will be part of a high-performing team and have the chance to contribute to a large-scale project that will significantly impact the Australian community.
What's next:
Ready to make a significant impact? Apply today by clicking on the link.
Please note that candidates will need to be an Australian Citizen and complete a national police check.
Aboriginal and Torres Strait Islander Peoples are encouraged to apply. To apply, please click apply or call Lucille Kotze on 02 8289 3103 for a confidential discussion.
About the job:
Contract Type: Temporary
Specialism: Government
Focus: Service Delivery – Customer Advice and Support
Industry: Call Centre and Customer Service
Salary: AUD55 - AUD60 per hour + Including casual loading.
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