Team Leader - Contact Centre

Description:

Job description
Agency Department of Logistics and Infrastructure Work unit Motor Vehicle Registry
Job title Team Leader – Contact Centre Designation Administrative Officer 5
Job type Full time Duration Ongoing
Salary $88,297 – $92,687 Location Darwin
Position number 11621 RTF 318306 Closing 01/04/2025
Contact officer Judith Plenty on 08 8999 3122 or Judith.Plenty@nt.gov.au
About the agency https://dli.nt.gov.au/
Apply online https://jobs.nt.gov.au/Home/JobDetails?rtfId=318306
APPLICATIONS MUST INCLUDE A ONE-PAGE SUMMARY ABOUT YOU, A DETAILED RESUME AND COPIES OF YOUR
TERTIARY QUALIFICATIONS.
Information for applicants – inclusion and diversity and Special measures
The NTPS values diversity. The NTPS encourages people from all diversity groups to apply for vacancies and accommodates
people with disability by making reasonable workplace adjustments. If you require an adjustment for the recruitment
process or job, please discuss this with the contact officer. For more information about applying for this position and the
merit process, go to the OCPE website.
Aboriginal applicants will be granted priority consideration for this vacancy. For more information on Special Measures, go
to the OCPE website.
Primary objective
The Team Leader is primarily responsible for leading, motivating and coaching the Motor Vehicle Registry (MVR) Contact
Centre team to achieve customer service business objectives and to ensure the efficient operation of the customer service
activities.
Key duties and responsibilities
1. Supervise the daily operations of the MVR multi-channel Contact Centre to ensure the delivery of superior customer
experience over the phone, email, web and other alternative service channels.
2. Build a high performing team ensuring targets and service levels are met in line with objectives.
3. Actively supervise Contact Centre functions and operations as well as any escalation that is required.
4. Optimise service delivery standards through the provision of advice and guidance on vehicle registration and driver
licensing requirements to staff and customers.
5. Undertake required recruitment actions and performance appraisals ensuring a positive workplace aligned to expected
behaviours, values and expectations.
6. Exercise delegations as a Deputy Registrar of Motor Vehicles.
7. Review, develop and implement systematic practices for continuous improvement and make recommendations on
process and system enhancements.
Selection criteria
Essential
1. Proven effective Contact Centre supervisory experience with the ability to coach, motivate and support a team to achieve
individual goals and business unit objectives.
2. Demonstrated experience with call routing telephony technology, preparing reports and detailed correspondence.
3. Strong interpersonal, written and oral communication skills with the ability to resolve conflict, provide acceptable
outcomes for customers and staff, and interact effectively with people from diverse backgrounds.
4. Proven ability to identify staff development requirements and deliver on-the-job training to meet individual and
organisational goals and promote the sharing of knowledge within the team.
5. Proven ability to understand, analyse and interpret policies and legislation in the workplace.
6. Competency in using office software applications i.e. mainframe, electronic mail, web browsers, word processing and
spreadsheet packages including inputting and retrieving data accurately in a computerised environment.
7. Sound financial management skills and the ability to maintain confidentiality in a customer service environment.
8. Demonstrated reliability and punctual work attendance.
9. An understanding of Work Health and Safety matters as they apply to a workplace or the ability to acquire knowledge
within a short period.
Desirable
1. Knowledge of driver licensing and vehicle registration policy and procedures or ability to acquire within a short period.
Further information
1. Successful applicant must provide a satisfactory National Police Criminal History Check.
2. Successful applicant may be required to work during MVR Goyder Road Saturday operations .