Team Leader, Housing Call Centre

THE ROLE
The Team Leader is responsible to provide leadership and direction to a team of VPS3's providing workforce management oversight, support, planning and quality of the Housing Call Centres (HCC) day to day functions. The role involves monitoring of key performance indicators (KPIs), Service Levels, providing one on one feedback with the team members, coaching and mentoring staff as well as promoting staff development.
As a Team Leader you will oversee the management of not only staff but also centre targets, reporting, stakeholder management, IT, complaints and administrative functions.
In addition to these tasks, you will also contribute to the overall management through participation as part of the HCC Leadership Team, contributing to decision making with regards to the HCC future development and departmental strategies.
ACCOUNTABILITIES INCLUDE

• Manage the allocation of resources within and the outputs required of the work area.
• Effectively supervise and provide leadership to a team of employees by:

a) Modelling behaviours integral to good people management and departmental values
b) Supporting individuals to achieve their potential while maximising their contribution to achieve their goals and outcomes
c) Where relevant, support specific improvement objectives in annual improvement plans relating to the area of responsibility
d) Building and maintaining positive relationships with peers and stakeholders across the organisation.

• Manage, interpret and apply business plans and policies in own area of responsibility and provide advice to others on design and implementation issues.

Please open the position description to read more.
COVID-19 VACCINATION
The department strongly recommends (but does not mandate) that employees maintain their COVID-19 vaccination status in accordance with current , given their individual circumstances. As of June 2023, DFFH does not require evidence of COVID-19 vaccination status.
HOW TO APPLY
All VPS employees (and ex-VPS employees with extended access to the Jobs and Skills Exchange website) MUST apply via the (JSE)
https://jse.vic.gov.au/user/login?destination=/new-home-page
portal.
Applicants are encouraged to apply online. Attachments can be uploaded in .doc, .docx, .pdf, .txt or .rtf formats.
Applicants are required to submit a CV and Cover Letter (max 2 pages) outlining their suitability to the role in line with the Key Selection Criteria.
Applicants must be an Australian Citizen, Permanent Resident or hold a valid work permit or visa. Work eligibility will be checked as part of the recruitment process.
Preferred candidates will be required to complete pre-employment screening, including a national police check and misconduct screening.
For more information on working with us and our recruitment process, please visit Department of Families, Fairness and Housing Victoria | Jobs (www.dffh.vic.gov.au/jobs)
Please apply to submit your interest in this position.