Job Details
  • Reference374823B_1622039692
  • LocationCanberra, Australian Capital Territory
  • Job TypeContract
  • Posted17 days ago
  • ConsultantLeanne Porter

As one of the Australia's largest providers of human resources solutions, Chandler Macleod has a proven track record of unleashing potential in people and companies. For over 40 years Chandler Macleod's recruitment business has connected leading-edge projects and employers with outstanding business professionals.

Our Federal Government client is seeking to engage an APS5-6 Operation Coordinator on a contract for 6 months with potential extension to Permanent role.

Duties & Responsibilities:

  • Manage the day-to-day operations of the contact centre, including juggling changing team priorities, managing resources, monitoring and updating scripts, and reviewing workflow to improve client service delivery capability, ensuring quality outputs for the contact centre.
  • Supervise staff, supporting individual's health and wellbeing, and monitoring attendance, workload and performance.
  • Build and maintain relationships with various business areas to ensure Contact Centre Operators have the appropriate tools and resources available when managing client enquiries (this includes initiating ad-hoc and triannual reviews of call scripts and email templates, developing and updating training material).
  • Monitor daily enquiry reports to detect trends and inform the need for new or updated resources.
  • Liaise with the Digital Services Branch to investigate and implement enhanced technology solutions.
  • Write and update Contact Centre standard operating procedures and guidelines.

Skills & Experience:

  • Leadership experience in a contact centre or client service environment.
  • In collaboration with the leadership team, have ability to: ability to manage, support and develop staff and team; identify and address staff learning and development needs, which may include coaching and training; good understanding of people policies and procedures, including leave and performance management.
  • High-level communication skills (written and oral), with demonstrated ability of tailoring messaging for different audiences.
  • Experience in training and supporting new team members
  • Ability to use Microsoft SharePoint
  • Ability to use / quickly learn how to use various IT applications (such as Microsoft Word, Outlook, Customer Relationship Management (CRM) or REC Registry) regularly used in the Contact Centre.

Mandatory Requirements:

  • The successful candidate will be required to have a Baseline security clearance.

If you feel you are a suitable candidate submit your application by hitting "Apply for this job". Alternatively, you can call Leanne Porter on 02 6268 9926 or email for further discussion.