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El1 Call Centre Team Leader

Randstad - Canberra Airport, ACT

Education, Childcare & Training
Source: uWorkin


Our Federal Government client has an opportunity for a skilled EL1 Call Centre Team Leader to join their Canberra team. If you are an experienced leader with a passion for working within the federal government sector, this is the perfect opportunity for you.

About your new role:

As a Call Centre Team Leader, you will be responsible for the management, coaching and development of a team. You will be responsible for managing day-to-day line activities, ensuring that the operations within the centre run smoothly. You will report directly to the Director, Branch Manager and Executive as required. Your duties will include but not be limited to:

  • Work closely with the team, motivating and coaching them
  • Hosting 1-2-1’s and team meetings
  • Keeping up to date with business development and new grant policy guidelines and application processes
  • Reporting to the Director and Branch Manager
  • Manage day-to-day line activities, prioritise and make risk/impact assessments within existing processes and standard operating procedures towards achieving SLAs
  • Ensure training and development plans are maintained for all team members
  • Use departmental policies, team input and own initiative to ensure attendance and retention targets are achieved
  • Manage the fair and consistent application of performance management and disciplinary measures as necessary
  • Support the Branch Manager to highlight operational risks and areas for improvement
  • Lead and inspire a team of agents to deliver excellent levels of individual/team performance and customer satisfaction
  • Keep up to date with any policy changes affecting the grants application eligibility and application process and relaying this knowledge back to the team
  • Work with the cross customer management teams to identify and deliver positive change and business efficiencies
  • Deliver the allocated part of the operation within agreed budgets, service levels and business targets
  • Escalate any appropriate problems to senior management
  • Support the Executive to highlight operational risks and areas for improvement

What you will need:

  • Current baseline security clearance (mandatory)
  • Team management experience
  • Coaching and communication skills
  • Minimum of 2 years’ experience within a contact centre environment as a Team Manager (EL1)
  • Experience within customer services
  • Excellent leadership and communication skills
  • Strong coaching and people-development skills through call listening, quality feedback, etc.
  • Ability to deal with demanding customers and escalations
  • Energetic and motivating individual
  • Creative thinking

This is expected to be a long term contract (up to 24 months) but will initially be offered as a contract through to the end of financial year 2021.

If you are ready to apply for this opportunity, please select “Apply Now”. If you have any further questions, please do not hesitate to contact Francesca Babington on (02) 6132 3809.

Please note, only successful candidates will be contacted.

At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.

Canberra Airport, ACT

Education, Childcare & Training


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