Census Workforce Support Supervisor (APS6), Census Temporary WorkforceSalary: $92,210 - $104,135 (plus 15.4% super)Location: CanberraTemporary, non-ongoing, full time or part time (flexible working arrangements), weekend and late-night workThe Australian Bureau of Statistics (ABS) is Australia's national statistical agency and an official source of independent, reliable information.
We tell the real story of Australia, its economy, and its people by bringing life and meaning to numbers.
About the area
Every five years, the ABS counts every person and household in Australia.
We call this the Census of Population and Housing ('the Census').
The 2026 Census will be Australia's 19th national Census.
The Census is the most comprehensive snapshot of the country and tells the story of how we are changing.
Census data informs us about the economic, social, and cultural make-up of the country.
The Census will require a large geographically dispersed Temporary Workforce of approximately 35,000 employees.
The Census Temporary Workforce Project is responsible for the recruitment, onboarding, training, and support of this workforce.
About the role
We are looking to fill the position of Census Workforce Support Supervisor (APS6) in the 2026 Census Temporary Workforce Project team.
These roles will be based in operational contact centres and will enable a smooth, consistent, and positive experience for candidates and staff employed in the Census temporary workforce.
Supervisors will lead a team responsible for providing high-quality, frontline assistance which may include resolving queries relating to application support and operational procedures.
Supervisors will work strategically to contribute to the development of team objectives, including setting priorities and managing workloads.
They will contribute to managing change in a dynamic environment and support their team to be successful through coaching, performance feedback, and encouraging development.
Key duties and responsibilities: Ensure operations are conducted with the wellbeing and safety of your team front of mind.Supervise and develop a high-performing team to meet operational targets with a focus on quality assurance and issues resolution.Oversee daily call centre operations with a focus on quality assurance and issues resolution.Contribute to a supportive and engaged leadership group, focused on promoting a positive workplace culture.Provide and encourage exceptional customer service through multiple communication channels.Analyse available data to influence strategic decisions and make considered recommendations to improve procedures and processes.Provide escalation support for complex emerging issues or crises that require timely resolution.Develop and maintain strong, working relationships with internal and external stakeholders.Monitor changes in the broader work environment that may impact work area and business objectives.Evaluate the effectiveness of risk management and risk assessment activities.What we are looking for (selection criteria): Experience in managing teams in a customer service or call centre environment, with the ability to train and coach less experienced team members.Ability to use a flexible, outcome-focused approach to meet business objectives while maintaining a high quality of work.Strong written, verbal, and phone communication skills.Customer-focused and committed to providing effective and responsive services to clients.Critical thinking and problem-solving capabilities, including the ability to critically assess issues and contribute to innovative solutions.Excellent coordination skills, attention to detail, and ability to manage competing priorities.Proven ability to communicate, liaise, and maintain relationships with stakeholders.Hours and availability:
Due to the dynamic nature of Census Operations, operational business hours will fluctuate over the lifetime of this contract to enable the delivery of the test in 2025 and the 2026 Census.
Workforce Support Centres will initially operate Monday to Friday (7:30 am AEST to 8:30 pm AEST).
During field operations, they will be open seven days a week, with extended hours from 7:30 am to 11:30 pm, where you will be asked to work some weekends.
As a team leader, you will be required on-site during the induction of new staff and across their onboarding and training periods to ensure that staff have the support required to successfully perform their role.
How to apply:
To apply, please upload your current resume (maximum 3 pages), provide referee details (please provide your current supervisor), and respond to the following:
Please provide examples of how you have demonstrated the skills and qualities required to undertake the responsibilities outlined in Section 3 of the Applicant Information Kit – in no more than 500 words.Please note responses under 200 words will not be considered.
In addition to your written response, your resume will be used to assess your skills and experience for the role/s.
Further information:
For further information, please contact Casey Mooney on 02 6252 5810 or ******
Applications for this process will close at 11:30 P.M. AEDT on Sunday, 6 October 2024. Late applications will not be accepted.
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