The Australian Bureau of Statistics (ABS) is looking to fill multiple temporary roles for Contact Centre Supervisors in our Data Sourcing Contact Centre (DSCC). The Data Sourcing Contact Centre supports the ABS's household and business survey programs by assisting survey participants to respond to a survey they have been selected for. We do this by taking inbound calls from survey participants and by completing outbound call campaigns to obtain cooperation with outstanding survey obligations. The key duties of the position include About the role 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. For more information about the team please read the Applicant Information Kit. 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.
