EL2 Director National Contact Centre Planning

Full time

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 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.

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.

The successful candidate will have extensive experience in leadership roles within a contact centre setting or customer service operations. You will have a thorough understanding of performance monitoring, reporting, planning, and forecasting. You will be influential with your stakeholder engagement and relationship management skills. You will be confident in your ability to problem solve and manage multiple priorities and meet deadlines. You excel at being a great team leader and supporting your teams and various stakeholders.

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

While this role is ideally performed from Richmond, Dandenong and Geelong - VIC and Robina - QLD, 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 at 11:30pm (AEST) 19 June 2024

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.

The National Disability Insurance Agency (NDIA) is an independent statutory agency. Our role is to implement the National Disability Insurance Scheme (NDIS), which will support a better life for hundreds of thousands of Australians with a significant and permanent disability and their families and carers. The NDIS will mean peace of mind for every Australian - for anyone who has, or might acquire, a disability.

Our priority is to ensure people with disability continue to get the support they need. The changes that are required to existing disability support systems are significant. Arrangements are being made to ensure the scheme can be introduced gradually, ensuring a smooth transition for people with disability and support providers. Read about the trial and roll out.

Source: This is an extract from the company's own website.

The National Disability Insurance Agency (NDIA) is an independent statutory agency. Our role is to implement the National Disability Insurance Scheme (NDIS), which will support a better life for hundreds of thousands of Australians with a significant and permanent disability and their families and carers. The NDIS will mean peace of mind for every Australian - for anyone who has, or might acquire, a disability.

Our priority is to ensure people with disability continue to get the support they need. The changes that are required to existing disability support systems are significant. Arrangements are being made to ensure the scheme can be introduced gradually, ensuring a smooth transition for people with disability and support providers. Read about the trial and roll out.

Source: This is an extract from the company's own website.

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