About the job
This job is about leading a high-performing team in a Federal Government contact centre, where security and professionalism are paramount. The impact of this role is significant, as it involves ensuring that customer service is delivered effectively while supporting the development of future leaders. The team values collaboration, accountability, and a commitment to continuous improvement.
You'll be responsible for
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Leading a team
Lead a team in a high-volume contact centre environment to achieve performance, quality, and customer outcomes.📊
Managing KPIs
Use data and reporting to manage KPIs, identify risks early, and drive sustained improvement.🏆
Coaching performance
Coach team performance with clarity and consistency, addressing underperformance directly and constructively.Key criteria
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Contact centre leadership experience
Proven experience leading teams in a contact centre environment.View
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KPI management skills
Demonstrated ability to manage and drive performance against KPIs.View
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Coaching and performance management
Experience leading structured coaching and performance conversations.View
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