Contact Centre Outbound Campaign Manager

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 600,000 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.

The National Contact Centre (NCC) has an exciting opportunity for an APS6 Outbound Campaign Manager to join the team.  

The NCC is the main communication channel for people to connect with the NDIA. The team manages a range of inbound calls, outbound call campaigns, various types of processing including webchat and emails and delivers a wide range of customer enquiry and contact services related to the entire NDIS participant and provider pathway.

The Outbound Campaign Manager will play a pivotal role, working closely with stakeholders to manage end to end campaigns for the NCC. They will be responsible for organising, implementing, planning, managing, analysing and optimising campaigns. 

Responsibilities of the role may include, but are not limited to:-

• Liaising with internal NDIA business areas to establish contact lists and agree campaign outcomes;
• Establishing and maintaining outbound workforce capability in the NCC;
• Coordinating with NCC Operations around performance strategies and monitoring performance reports;
• Managing real-time Contact Centre incidents while partnering and liaising with management when appropriate.

Our ideal candidate will have a comprehensive understanding of Contact Centre telephony platforms and Outbound Campaign models and be familiar with workforce planning analytics processes. They will be an excellent communicator, act with integrity and show care for the people they work with.

Prior working experience in a Contact Centre background and with Outbound Campaign models is highly desirable. 

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. We collaborate, connect and work together to create a workplace that makes us proud. And while we are based far and wide across the country, we make sure nobody feels they are 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 600,000 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 VIC – Dandenong, VIC - Richmond, QLD – Robina or WA – Midland, remote working arrangements may be considered. We intend to fill this role in an ongoing capacity, however non-ongoing roles up to 12 months with the possibility of extension up to 2 years 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 AEST 6 June 2024.

If you have any questions, please contact Dolly Malhotra on 0450 148 *** or email **************@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.