With more than 50 years' experience in the interpreting industry, the Translating and Interpreting Service (TIS National) is one of the largest public sector interpreting service providers in Australia. TIS National provides high quality, cost efficient, and secure interpreting services, assisting non-English speakers to effectively communicate with government departments and agencies, counselling and healthcare service providers, police, emergency services, utilities, banks, and private businesses. TIS National provides immediate telephone interpreting services 24 hours a day, every day of the year, as well as on-site (face-to-face) and video interpreting services. With well-established innovation strategies, TIS National supports the Australian Government's National Border Security priorities, the Digital Transformation's initiatives, and the Multicultural Access and Equity objectives. Please visit our website for more information about the Department of Home Affairs or Australian Border Force Our ideal candidate TIS National is looking for people for thrive and enjoy working in a dynamic team environment to deliver accurate, timely, and courteous service to culturally and linguistically diverse range of clients. We are seeking people who are reliable and adaptable to competing priorities and strict deadlines. TIS Contact Centre Operator shift positions are designated shift work roles and require you to perform duties on a 24/7 rotational roster, including early mornings, afternoons, evenings, weekends and public holidays, and are remunerated in line with these shift work requirements. The key duties of the position include Answer calls directed to TIS National's contact centre for immediate telephone interpreting service, register requests for service and allocate interpreters to requests received. Adhere to a scheduled work environment and be flexible when required to meet operational needs. Commit to working a rotating roster of shifts to cover the 24/7 business requirements. Fulfil overtime requests, sometimes at short notice. Work unsupervised outside of business hours. Attend to complex enquiries and complaints and escalate to your Supervisor, when required. Attend to after-hours administrative functions. Monitor and action pre-booked telephone and onsite requests outside of business hours. Accept and action calls from Humanitarian Program Operations (HPO) in relation to deployment of language practitioners (interpreters) to Surge assignments (Operation Sovereign Borders). Deliver high quality client service to a culturally and linguistically diverse range of clients. Work in a team environment, assist with team tasks and provide advice and guidance to new staff, including effective on the job training. Contribute to the development and review of policy, work procedures, and work practices. Participate in performance management, including giving and receiving feedback. Contribute to strategic thinking; support shared purposes and direction, harness information and opportunities, show judgement, intelligence and common sense when performing the role. Additional information We are looking for candidates who: Are able to commit to shift work. This is mandatory for all roles. Are reliable. Have strong attention to detail. Have a team-oriented attitude. Are confident using Microsoft Office suite.
