Assistant Manager – Contact Centre

Full job description
Canberra, ACT (The agency supports and promotes flexible working, including remote options on negotiation and where appropriate based on the specifics of the role)
Ongoing/Non-Ongoing (The position is Ongoing, however Non-Ongoing employment may be offered for an initial engagement of up to 12 months)
$121,724 - $138,463 + Superannuation
About the Branch
The Corporate Branch is responsible for delivering enabling services that support the agency delivering on its purpose and to ensure the effective and efficient operation of the agency.

The Branch facilitates the agency’s compliance with legislation as a non-corporate Commonwealth entity. The volume of legislation which informs this work is significant including the Public Governance, Performance and Accountability Act 2013, Public Service Act 1999, Work Health & Safety Act 2011, and Fair Work Act 2009 to name a few. In addition, there are numerous rules, instruments, policies and frameworks that build on legislation which is applicable to the agency.

The Branch delivers services across numerous disciplines being strategic communications, human resources, finance, procurement, planning, performance, parliamentary services, facilities management, security and corporate communications.

Branch Objectives
We strive for excellence in the provision of corporate services and work to contribute to meeting the objectives and KPI’s contained in the Agency’s Corporate Plan. In doing so we:

frame our work and engagement against the agency’s cultural anchors and risk appetite
ensure we are responsive to business needs, think broadly and deliver cohesive, considered and impactful work
work collaboratively across the agency contributing to high priority and strategic work to deliver positive outcomes
build capability with a focus on leadership at all levels
look for opportunities to implement continuous improvement that delivers efficiencies to enable our people to work on higher level tasks
remain current on issues the agency faces including all legal and legislative obligations
focus on effective management of human and financial resources in line with approved budgets.
About the Section
The Stakeholder Engagement section coordinates agency wide engagement by integrating research and evaluation, the contact centre, media and events. As a central hub, we capture and share insights, align agency stakeholder activities and deliver respectful, high-quality interactions that support agency priorities and enable better decisions. The purpose and objectives of the section are to:

lead the development and implementation of the agency’s stakeholder strategy, including stakeholder mapping and persona development, acting as an intelligence hub that captures and analyses external/internal information, intelligence and insights and coordinates stakeholder engagement activities
support evidence-based engagement including for events and conferences through research, analysis and evaluation of activities, communication channels and media performance
deliver responsive, high-quality interactions with the public and stakeholders and the media through several channels including the contact centre and media engagement
govern and coordinate engagement across the agency with clear frameworks, calendars and evaluation methods
resolve enquiries respectfully and accurately through the contact centre, capture trends and sentiment, and provide insights to improve services and communications while maintaining compliance
protect and enhance reputation through proactive/reactive media and inclusive events, producing materials, monitoring sentiment and risks, and reporting on impact.
Role Responsibilities and Duties
Under broad direction, the Assistant Manager – Contact Centre will:

Oversee day-to-day operations of the contact centre, ensuring efficiency, productivity, and high service standards.
Manage team goals by setting work priorities, manage workflow and resource allocation, implement and monitor quality processes to facilitate consistency in practice and procedure and contribute to business planning.
Lead, mentor and develop team leaders and Customer Service Officers to improve performance and capability including management of staff performance, deliver feedback, conduct evaluations, and drive a positive workplace culture.
Monitor operational metrics, identify trends, and implement corrective actions or improvements to maintain performance and strong customer outcomes.
Ensure consistent and professional handling of escalated customer enquiries and operational issues.
Contribute to strategic planning for the contact centre, aligning work programs with broader agency objectives.
Maintain strong relationships with internal stakeholders, other business areas, and external partners to ensure seamless service delivery.
Provide high quality briefings, reports, and advice to senior executive.
Demonstrate strong organisational skills and time management, including the ability to manage multiple competing priorities and the flexibility to adapt when priorities change to deliver within the required timeframes.
Operate as part of the leadership of the section, championing the culture and supporting the broader team to deliver priorities.
Knowledge, Skills and Attributes
The ideal candidate will demonstrate:

A strong record of leading and developing teams in a contact centre or customer service environment, including coaching, mentoring and performance management.
Capability in managing day-to-day operations within a contact centre or similar high-volume service setting.
Skill in handling escalations and resolving complex customer or operational issues.
Proficiency with contact-centre technologies such as CRM systems.
Applications close 11.30pm on Monday, 23 February 2026