Senior Team Leader

at  Agriculture and Fisheries

The opportunity: As our Senior Team Leader, you will: - Lead, develop and manage a team-based culture in a changing environment to achieve organisational outputs through measurable performance indicators in a professional inbound/outbound customer contact centre environment.- Provide effective direction and management through the implementation and management of human, financial (including budget), Service Level Agreements, information and resource management to ensure the delivery of customer focused and cost-effective outcomes.- Contribute to the effective management of NFAEP’s incident management responses - including participation in emergency process development and review, by providing agile and responsive services. By adapting quickly to changing needs maintaining morale, information and relationship management and problem solving.- Provide strategic advice to management and key stakeholders, identifying trends and patterns through comprehensive reporting and analysis of business intelligence data captured through the Customer Service team.- Establish networks, build and maintain positive relationships with key stakeholders to maximise the benefits of services and ensure quality of service and information.- Provide leadership and direction to staff to embrace a workplace environment that is outcome focused, with an instilled culture of continuous improvement through effective communication, training, and workforce management practices in line with strategic program goals.- Design and implement appropriate action plans and reports which contribute to the programs strategic goals and response plan.- Maintain technical understanding of contact centre technology, in particular, self managed voice service, call logging system, scripting tool to ensure supporting technology is relevant and to date to support scalable and responsible service delivery.What we are looking for: We are seeking the best suited candidate for the role. We will achieve this by: - assessing your eligibility and suitability to fulfill the role requirements (including, where relevant, the way you carried out previous roles)- evaluating your potential contributions to the department and how your involvement would uphold our commitment to equity, diversity, respect, and inclusion.Eligibility requirements: You will be asked to provide evidence of how you meet the eligibility requirement during the selection process.Citizenship or visa requirements: To be eligible for this opportunity, you must be an Australian citizen, hold permanent residency status, or possess a visa allowing you to work in Australia.If you are not an Australian citizen, you must: - provide evidence of your residency status or visa, along with your right to work (including any conditions and/or restrictions.- inform the department if your right to work in Australia ceases.Licences and registrations: - A current ‘C’ class drivers licence.Why work for us: Learn why our people choose DAF and more importantly why they stay.- Work with passion and purpose.- Have a tangible impact, for today and tomorrow.- Enjoy interesting, diverse work.- Follow your path wherever it leads.- Get the flexibility and support you need to thrive.- Be part of our one, diverse DAF.Find purpose you feel, impact you see and a legacy you bring to life.Visit www.daf.qld.gov.au to learn more about us and what we do.Applications to remain current for 12 months.This work is licensed under a Creative Commons Attribution 3.0 Australia License

Please refer the Job description for details