Assistant Director National Contact Centre
vor 1 Tag
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.
A new role awaitsLooking for a challenging and rewarding career to showcase your leadership and strategic planning skills?
The NDIA is currently seeking an Assistant Director in Workforce Planning in our National Contact Centre (NCC).
The NCC is the main contact point for people to connect with the NDIA and responds to various enquiries from NDIS participants, prospective NDIS participants, families of NDIS participants, providers, organisations, and the public.
As an AD in Workforce Planning, you will:
Lead Contact Centre operational and forecasting of Contact Centre workloadsDeliver forecasting and schedulingLead development of a continuous improvement approach of systems and proceduresBudget ForecastingConduct and Lead Impact analysisLead strong stakeholder engagement to drive the NCC planning cycleEnough about us, let's talk about youOur ideal candidate will have expert knowledge and experience with Contact Centre workflow routing.
Experience in workforce planning including forecasting, scheduling, and budget forecasting is essential.
Competency in workforce management software and experience in AWS is preferable.
You will be able to conduct analysis and extract stories from complex data sets, providing subject matter expertise across a broad range of matters related to workforce analysis and planning.
Proven experience in managing a technical workforce is required.
Your NDIA ExperienceWe 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.
You will work for a socially inclusive and culturally diverse workplace, making a meaningful impact on the lives of more than 600,000 Australians.Access to higher superannuation and above market leave entitlementsCompetitive remuneration and working conditions that support a positive work-life balanceAccess to ongoing professional development and learningWhile this role is ideally performed from Deakin, Dandenong, Geelong, Richmond, Robina, Townsville or 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 on 19th January 2025 at 11:30 PM (AEST) If you have any questions related to the role, please contact Ryan England on ****** or call +61 3 8416 1358.
If you have any questions related to the recruitment process, please contact Shabreen Ifath on ****** or call +61 3 5273 1026.
NDIA is committed to supporting an inclusive and diverse workforce and welcomes 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.
NDIA will provide reasonable adjustments for candidates to participate equitably in the recruitment process.
If you require an adjustment to be made during the recruitment process or have an enquiry about the support provided, please contact DFP Recruitment on 1300 138 337 or ******.
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.
There are certain roles within the National Disability Insurance that may require mandatory vaccination, subject to government order or directive.
Evidence may be required prior to commencement.
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