Workforce Support Team Leaders

Australian Bureau of Statistics – Perth WA The Australian Bureau of Statistics (ABS) is recruiting several staff members to join the Census Workforce Support Team for the Census of Population and Housing. About the roles Census Workforce Support Team Leaders Leaders will manage a team of agents responsible for providing high quality, frontline assistance which may include resolving queries relating to application assistance and operational procedures. Team Leaders will support their team to be successful through training, coaching and performance feedback. They will contribute to the setting of work priorities and encourage best practices through leadership by example. Key duties and responsibilities of a Census Workforce Support Team Leader Ensure operations are conducted with the wellbeing and safety of your team front of mind. Lead a team of agents to provide exceptional customer service to a wide variety of stakeholders. Encourage the development of supervised team members through coaching, identifying training needs and monitoring performance. Liaise with internal and external stakeholders to support positive business outcomes. Identify areas of opportunity to improve service levels through analysis of real‑time data. Assist in the management of daily call centre operations with a focus on quality assurance and issue resolution. Support the implementation of changes to improve procedures or processes during operations. Manage and resolve more complex issues and customer enquiries. Identify and raise issues and emerging crises that require a timely resolution. Census Workforce Support Officers Officers will provide high quality, frontline assistance which may include resolving queries relating to application support, technical and operational procedures in a dynamic call centre environment. They will contribute to ideas and identify areas of opportunity for improvement. Key duties and responsibilities of a Census Workforce Support Officer Ensure operations are conducted with the wellbeing and safety of your team front of mind. Provide exceptional customer service through multiple communication channels. Assess and use judgement to determine customer needs and requirements, and where appropriate refer them to relevant information. Identify areas of opportunity to improve service levels and contribute to the resolution of issues and problems. Review operating procedures to ensure all work is carried out in accordance with quality standards. Build and sustain positive relationships with team members and actively participate in teamwork and group activities. Build and maintain relationships with stakeholders. What we are looking for Census Workforce Support Team Leader Experience leading teams in a customer service or call centre environment. Ability to assist staff development through training, coaching and providing feedback. Customer focus and commitment to providing effective and responsive services to clients. Strong written, verbal and phone communication skills. Good attention to detail and ability to manage competing priorities. Strong analytical skills to identify risks and contribute to solutions. Ability to communicate, liaise and maintain relationships with stakeholders. Census Workforce Support Officer Customer focus and commitment to providing effective and responsive support. Good teamwork skills with an optimistic, flexible attitude that promotes a positive workplace culture. Strong written, verbal and phone communication skills. Good analytical skills to identify opportunities and contribute to solutions. High attention to detail with accurate data entry skills. Demonstrated ability to contribute to and support change in the workplace. You will : Play a key role in delivering one of Australia's most significant national data collections – the Census of Population and Housing. Enjoy full‑time or part‑time, office‑based roles with flexible start and finish times to support work‑life balance. Benefit from competitive APS employment conditions, including an attractive salary and a generous 15.4% employer superannuation contribution. Access professional development opportunities, including training and coaching to build leadership skills. Work in a collaborative, supportive team environment where knowledge sharing and teamwork are central to success. How to apply You must be an Australian citizen to be eligible to apply. You will need to upload your current resume, provide referee details, nominate your preferred role and submit a written statement (maximum 400 words) providing examples of how you have demonstrated the skills and qualities required for the role. Applications close at 8:30 p.m. AWST, Sunday 14 December. #J-18808-Ljbffr