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Team Leader - Uconnect Contact Centre

University of Tasmania - Hobart, TAS

Customer Service & Call Centre
Source: uWorkin


Job no: 495387
Work type: Full time
Location: Hobart
Categories: Management, Student Services

Team Leader – UConnect Contact Centre

  • Full time, ongoing position
  • Based in Hobart
  • Lead the Uconnect Contact Centre

The Opportunity

The Team Leader – UConnect Contact Centre is responsible for strategic and operational management of the UConnect Contact Centre including implementation of strategic direction, policy development and review, and delivery of key performance indicators for the service.

Key Accountabilities:

  • Ensure responsiveness to strategic priorities and contribution to the design, implementation, evaluation and continuous improvement of business processes and practices that support the functions of UConnect.
  • Lead the UConnect Contact Centre team; deliver KPIs of the team and individual team members to provide exceptional customer service, responding effectively and efficiently to: phone, email, web-based enquiries and chat functions, based on holistic productivity, performance and enquiry trend analysis; generate regular performance and productivity reports as requested.
  • Undertake daily supervision of the UConnect Contact Centre staff, ensuring full coverage of all operational tasks and responsibilities are planned and delivered effectively within required timelines and to high quality, for seamless services and high impact student experience.
  • Identify problems and opportunities, determine root causes and appropriate responses, as necessary, liaise with function coordinators to action timely solutions.

Your Application

To be successful in the role, your application will need to demonstrate;

  • Contact Centre experience with a degree level qualification; OR an equivalent combination of relevant experience and education/training.
  • High level interpersonal, verbal and written communication skills, the ability to contribute to a positive customer focused culture and the ability to remain calm and focussed when working under pressure; and high level influencing and liaison skills.
  • Management skills and experience, including staff leadership, supervision, training and development.
  • Experience in customer service delivery including complex enquiry case management and problem solving; and capacity to exercise judgement in more complex and sensitive issues and to recognise opportunities.
  • Ability to work independently and flexibly in responding to changing strategic priorities, and also collaboratively within a team environment; plan and prioritise workflow and deliver high quality outcomes, using initiative, judgement, prioritisation and innovation.
  • Demonstrated organisational skills and the ability to meet tight deadlines, to work under pressure with competing demands, and to prioritise tasks in a demanding and dynamic work environment.
  • Experience with KPI management, productivity and performance reporting, trend analysis, assessment of system efficiencies and communication platform effectiveness, and contribution to strategic responses.


Appointment to this role will be at HEO 7 and will have a total remuneration package of up to $112,425 comprising base salary within the range of $87,423 to $96,090 plus 17% superannuation.

How to Apply:

  • To apply online, please provide your resume, cover letter outlining your suitability and motivation for the role, and your responses to the position/selection criteria.
  • For further information about this position, please contact Kate Lee, Director, Student Services, Kate.Lee@utas.edu.au or 6226 2098.
  • Please visit http://www.utas.edu.au/jobs/applying2 for our guide to applying and details on the recruitment process.

Applications close Thursday, 25 February 2021, 11.55pm

To be eligible for this position, you are required to have Australian citizenship, permanent residence or a current valid visa that allows you to fulfil the requirements of this role.

Advertised: 10 Feb 2021 Tasmania Daylight Time
Applications close: 25 Feb 2021 Tasmania Daylight Time