APS6 Team Leader (Contact Centre)

About this role

Reporting to the Assistant Director, the APS6 Team Leader will lead a frontline team delivering in a high-volume, fast-paced operational environment. You will be responsible for setting clear expectations, managing performance and supporting staff to deliver consistent, high-quality outcomes for customers. You will also play a key role in maintaining a positive, accountable team culture while ensuring compliance with policy and legislative requirements.

This role supports staff operating in fast-paced and at times psychosocially demanding environments, and contributes to building capability, confidence and resilience across frontline teams. It requires strong organisational skills, sound judgement, and the ability to respond to competing priorities.

Responsibilities of the APS6 Team Leader include:

• Support the branch executive, department and government in the strategic direction of employment services programs. • Demonstrate supervisory capability with the ability to line manage staff, set clear performance expectations and communicate results and outcomes.? • Identify risks and strategically challenge processes to identify and implement improvements that enhance customer experience and/or operational efficiency. • Strong leadership and management skills in a dynamic and fast-paced environment with the ability to manage changing priorities, plan and meet deadlines.? • Deliver highly effective coaching and mentoring skills focused on meeting development needs and promoting continuous improvement.? • To provide constructive feedback, monitor and evaluate performance data (using available tools) at a team and individual level to identify areas of improvement and undertake any necessary performance management steps. • Develop the capability of their team overall and assist individual staff to meet their full potential and work towards career goals. • Take responsibility for own professional development by actively building capability, seeking feedback, and pursuing learning opportunities to maximise performance and support career aspirations. • Promote a focus on positive workplace culture and accountability, including ensuring policy and legislation is followed. • Conduct supportive conversations with staff to promote wellbeing. • Demonstrate strong written and oral communication skills and a proven ability to work effectively with stakeholders and delivery of change management.? • Respond to complex and sensitive requests (either verbally or in writing) within agreed timeframes. • A commitment to leading staff in a scheduled environment, demonstrating reliability, punctuality, and adherence to standard operating hours (including start and end of day leadership coverage).