Continuous Improvement Officer APS6

The Channel Management Branch at this Federal Government agency manages the delivery of contact centre services through an outsourced provider. As an APS 6 Program Support/Continuous Improvement Officer in the Channel Management Branch, you will contribute to the efficient and effective service delivery and continuous improvement of the Agency’s National Contact Centre (NCC).

You will bring to this role extensive experience in project planning, project management, continuous improvement and service delivery, specifically gained within a Contact Centre environment. You will have demonstrated well-developed time management, organisational and communication skills.

You will demonstrate flexibility and embrace the challenges of working in a complex, dynamic and changing environment. To succeed in this role, solid Microsoft Office skills, including Outlook, Word and Excel is required.

The Agency welcomes and encourages applications from Aboriginal and Torres Strait Islander people, people with diverse culture and linguistic backgrounds, and people with Disabilities.

Duties include:
  • Undertaking activities that contribute to the successful implementation of this government agency's project
  • Creation, implementation and management of resource materials relating to the improvement of the customer experience in the NCC
  • Development of resource materials to support implementation of new initiatives into the contact centre
  • Contributing to process improvements and implementation
  • Working closely and collaborating with internal and external stakeholders to achieve the Branch’s strategic direction
  • Promoting workplace practices consistent with agency policy and in accordance with Australian Public Service values and leadership behaviours.
  • It is highly desirable that applicants have an understanding of or lived experience in disability
  • High level written and oral communication skills with the ability to adapt and negotiate in a flexible and rapidly changing environment
  • Relevant management qualifications or background in Project planning, Contact Centres, Continuous Improvement and Stakeholder Engagement
  • Previous operational experience working within a Contact Centre environment, a high level understanding of KPI driven environments and service delivery drivers
  • Experience implementing process improvements to improve performance and customer satisfaction.
This is a 12 month full time contract opportunity based in either Dandenong or Geelong with minimal travel required to other locations. All travel expenses are claimable when complying with the Domestic Travel Policy.

Please apply below immediately to be considered for this rare opportunity or contact Brooke Lawry on 03 8319 7840 for a confidential discussion.
Melbourne (Dandenong)
Call Centre & Customer Service
Brooke Lawry