EL1 Assistant Director (Contact Centre)

About this role

As an Assistant Director you will work closely with your Director and peers to achieve excellence in operational service delivery, overseeing various functions of the Contact Centre. This position provides the critical connection between the strategic direction and operational leadership of our teams.

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. The ideal candidate will therefore be high performing, dynamic, proactive, motivated and can work as part of a leadership team to achieve outcomes across our branch.

Responsibilities of the Assistant Director include:

• Working collaboratively, as part of the leadership group to deliver business outcomes and contribute to a positive workplace culture. • Demonstrating positive leadership and managing a team of frontline staff to ensure they have the support and capabilities to meet their role and responsibilities. • Lead, manage, and develop multiple teams of frontline staff, ensuring team members are appropriately supported, coached, and equipped to meet business priorities, service standards, and role expectations. • Set clear direction for team priorities, workflows, and deliverables, aligning resources and activities to program objectives, operational requirements, and emerging business needs. • Analyse and monitor team performance using data, feedback, quality assurance outcomes, workflow reporting, and operational insights to drive performance, inform decision-making, and support achievement of program priorities. • Build and maintain effective relationships with internal and external stakeholders, representing the program with confidence, professionalism, and sound judgement to influence outcomes, resolve issues, and support collaborative delivery. • Lead a strong performance and accountability culture by setting clear expectations, providing regular feedback, actively managing performance, addressing underperformance in a timely and constructive manner, and recognising high performance at both individual and team levels. • Oversee and contribute to quality assurance outcomes, ensuring actions are taken to strengthen capability, improve consistency, manage risk, and support continuous improvement in service delivery. • Contribute to program governance by identifying, assessing, and managing risks, issues, and emerging challenges, and by developing practical, evidence-informed solutions to support effective program delivery. • Lead and implement continuous improvement initiatives, including reviewing, refining, and embedding policies, procedures, systems, and processes to improve efficiency, quality, consistency, and operational effectiveness. • Exercise sound judgement, initiative, and professional accountability in managing complex operational matters, escalating significant risks or issues where appropriate, and ensuring decisions are consistent with legislative, policy, and organisational requirements.