Aps6 National Contact Centre Opportunities

• Ongoing & Non-Ongoing 18 months with possibility to extend up to 3 years - Full Time
• $87,002 - $96,186 (plus 15.4% superannuation)
• Role located in QLD - Robina,VIC - Dandenong,WA - Perth

Our participants, Our people, Our purpose

Currently, there are around 4.3 million Australians with a disability. The National Disability Insurance Agency (NDIA) implements the National Disability Insurance Scheme (NDIS), which is one of the biggest social reforms in the country since Medicare. As an Agency, we support more than 500,000 participants with a significant and permanent disability, and the families and carers of those living with disability. For many Australians, this will be the first time they receive the disability support they need. The NDIA is designed to enhance the quality of life and increase economic and social participation for people with disability and will mean a peace of mind for every Australian.

A new role awaits

The Contact Centre Branch undertakes Contact Centre service delivery implementation and enhancement for participants and providers of the NDIS and oversees the provision and function of the NDIS National Contact Centre (NCC). The NCC is the main communication channel for people to contact the NDIS.

The NCC responds to enquiries from participants, prospective participants, providers, organisations and the general public. The NCC completes a range of processing workloads including outbound call campaigns and internal IT support. It delivers a wide range of enquiries and contact services related to the entire NDIS participant and provider pathway.

The NCC Team are looking to fill multiple APS6 level roles across multiple locations.

APS6 NCC Forecasting

The APS6 NCC Forecasting role is a leadership position within the NDIA, required to provide leadership, control, planning, resource management, performance management and decision making for the Team Membership within the work area. They are responsible for developing detailed demand forecasts for the NDIA National Contact Centre, proactively monitoring operational performance results and undertaking research analysis, integration and evaluation of technical information and data.

APS6 NCC Workload Planning

The APS6 NCC Forecasting role is a leadership position within the NDIA, required to provide leadership, control, planning, resource management, performance management and decision making for the Team Membership within the work area. They are responsible for building workforce recruitment plans and schedules to meet service demand forecasts, working with operational staff to ensure schedules and forecasts are aligned to operational requirements and conducting analysis of workforce trends impacting performance and developing recommendations to remediate deficits.

Enough about us, let’s talk about you

The successful applicant for both roles will have exposure to contact centre planning and workforce management platforms, a strong background in reporting, analytics, or planning function, preferably within a call centre or planning environment, as well as an ability to work within a team environment.

Your NDIA Experience

We work as one team. We are accepting, diverse and driven. We take a shared approach to making progress. We welcome and support each other and encourage different ideas, insights and opinions. We empower and enable each other to be our best. Collaborating, connecting and creating a workplace that we can all be proud of. And while were based far and wide across the country, we make sure nobody feels theyre out on their own.

• You will work for a socially inclusive and culturally diverse workplace, that is making a meaningful impact to the lives of more than 500,000 Australians.
• Access to higher superannuation and above market leave entitlements
• Competitive remuneration and working conditions that support a positive work life balance
• Access to ongoing professional development and learning

While this role is ideally performed from QLD - Robina, VIC - Dandenong & WA - Perth, remote working arrangements may be considered. We intend to fill this role in an ongoing capacity, however non-ongoing roles up to 18 months may be offered.

Successful candidates will be required to undergo a pre-employment National Police History check, Worker Screening check and/or Working with Children Check (where required) and provide evidence of Australian Citizenship.

Applications for this role close 11:30pm AEDT on 31 January 2023

If you have any questions, please contact Sam Abley on 03 5225 1420 or email sam.abley@ndis.gov.au

With the exception of personal details, applications can NOT be edited or updated once submitted for consideration. Please make sure you are completely satisfied with your entire application before submitting.

NDIA is committed to supporting an inclusive and diverse workforce and welcomes and encourages applications from People with Disability (PwD), First Nations peoples, LGBTIQA+ people, people from Culturally and Linguistically Diverse backgrounds, Mature age workers, as well as young workers and supporting an inter-generational workforce and supporting gender equity and families. NDIA will provide reasonable adjustments for candidates to participate equitably in the recruitment process and discuss workplace adjustments to fulfil the inherent requirements of the role.

RecruitAbility applies to this position: The RecruitAbility scheme supports people with disability applying for jobs in the Australian Public Service (APS) by giving you a better opportunity to put forward your skills and experience during the selection process.

The health and safety of workers, Participants and other visitors in our offices is our highest priority. Some roles within the National Disability Insurance Agency are covered by government Health Orders or Directives that require mandatory vaccinations.