Call Centre Supervisor

Join one of Victoria’s leading not-for-profits

Part time, permanent position – 37.5 hours per fortnight

Box Hill location

Resilient? Empathetic? Customer orientated? Committed to making a difference to the lives of others? If this sounds like you, then we want to hear from you!

This is a unique opportunity for an individual with recent Call Centre experience to provide training, leadership and support to our busy inbound Call Centre based in our Central Office in Box Hill. Reporting to Call Centre Team Leader you will be a ‘front line’ operator, supporting our volunteers with material aid requests from the most vulnerable people across Victoria. Material aid requests include food vouchers, clothing, furniture, budget support, assistance with utility bills or back to school costs.

Box Hill Call Centre

The Call Centre receive over 300 calls daily from people in need throughout Victoria with varying requests for assistance. It is staffed predominantly by volunteers and services the Melbourne metropolitan conferences. It is a necessary contact point for making the Society accessible to people who need us. Without the volunteers dedication, commitment and understanding, this team could not carry out the ‘Good Works’ of the Society.
Its purpose is to assist the work of local groups, called conferences, by:

• Receiving and accurately recording all requests for help
• Passing on all requests promptly to the correct conferences
• Answering queries from callers regarding response times

You

You will be highly customer focused with demonstrated experience in a Call Centre environment. You are naturally empathetic to the needs of others while also recognising the efficient use of resources will lead to providing the best outcomes to the most disadvantaged in our community. This can be a difficult balance which takes resilience, deep understanding and excellent communication skills. Your motivating and energetic presence will have you leading your team of volunteers through the most rewarding and challenging experiences by helping them understand the significant impact their work is doing for the community.

The Call Centre Supervisor position is required to work 37.5 hours per fortnight. Week One – Monday and Friday. Week Two –  Monday, Tuesday and Friday

Skills 

• Ability to work independently, with strong organisational and time management skills, including setting priorities and working within deadlines
• Excellent written and verbal communication skills and interpersonal skills
• Adaptability & flexibility
• Computer skills and working knowledge of Microsoft Suite
• An ability to lead & supervise staff & volunteers
• De-escalation training or experience in de-escalating calls/ situations

Knowledge / Experience

• Previous experience within a Call Centre environment
• An understanding of the welfare system, including making appropriate referrals for clients
• Previous experience in leading a team
• Experience in public speaking and/or facilitating training for adults

Why work for us?  We offer:

• Flexible working & great hours. Work life balance is important to us
• Salary Packaging.  A popular way of providing employees in the community sector with tax benefits over and above their salary. It means the real value of a salary package can be significantly higher than the nominal value
• We are committed to professional development to make sure that your career keeps growing while you’re working with us
• We make an incredible difference in the lives of more than 300,000 people every year
• We believe in families, so we like to provide a family-friendly environment in which to work
• We offer a place where you know you are contributing to an organisation committed to helping others. We are passionate about our #GoodWorks and #Socialjustice
• We live and breathe our values