- Ongoing & Non-Ongoing 12 - Full Time
- $136,863 - $155,386 (plus 15.4% superannuation)
- Role located in QLD - Robina,VIC - Dandenong,VIC - Geelong,VIC - Richmond
A new role awaits
The National Contact Centre Branch is seeking a EL2 Director National Contact Centre Planning and Performance to join their team.
The National Contact Centre is the main communication channel for people to contact the NDIA. The branch responds to enquiries from participants, prospective participants, providers, organisations and the general public.
The Contact Centre completes a range of processing workloads including outbound call campaigns and internal IT support. It delivers a wide range of customer enquiry and contact services related to the entire NDIS participant and provider pathway.
Where you can add value As the Director of National Contact Centre Planning and Performance you will lead and manage the teams who deliver forecasting, workforce planning and real time management functions NDIA’s Contact Centre. Your role will be critical in ensuring the delivery of high-quality efficient, and responsive customer service to our various stakeholders.
Responsibilities of the role include but are not limited to:
- Leading Contact Centre operational and financial forecasting of Contact Centre workloads.
- Leading Contact Centre planning, rostering and on day delivery of Contact Centre resourcing that meets key performance indicators.
- Leading Contact Centre performance monitoring, tracking and analysis against key performance indicators.
- Working with key stakeholders, ensuring Contact Centre evidence and data informs and supports business decisions and outcomes.
- Advising and guiding the team on the development and implementation of Contact Centre systems and processes.
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. We collaborate, connect and work together to create a workplace that makes us proud. And while we're 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
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 at 11:30pm (AEST) 19 June 2024
If you have any questions, please contact Martin Nightingale on 0448348*** 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.