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Contact Centre Manager (Vpsg6.2)

Department of Health - Melbourne, VIC

Government, Defence & Emergency
Source: uWorkin


The Department of Health plays a critical role in the Victorian health system and is responsible for shaping it to meet the health needs of Victorians into the future. We also lead the Victorian Government's response to the coronavirus (COVID-19) pandemic. Working with our partners, we oversee Victoria's health system including mental health, ageing and aged care and preventive health. We are committed to developing and supporting a workforce that is well equipped and highly motivated to provide responsive and quality services to all Victorians. All jobs can be worked flexibly and we encourage job applications from Aboriginal people, people with disabilities, LGBTQI+ and people from culturally diverse backgrounds and differences to realise the potential of our employees for innovation and delivering services.

Application Closes: 25 April 2021

Role: Contact Centre Manager (until 31 Decemeber 2021)

Number of vacancies available: 1

Office Location(s): 50 Lonsdale Street/Work from home

Position Summary:

Operating across a 7-day roster, the COVID-19 contact centre is the principal call centre on Victoria's Coronavirus Hotline which provides advice and information on the Chief Health Officer's directions. In an emergency, the call centre can surge to over 450 FTE and respond to up to 10,000 queries a day. A significant enhancement program has reduced wait times and abandonment rates to well below industry standards.

Reporting to the Director and operating as a key member of the Contact Centre Operations leadership team, the Call Centre Manager is responsible for managing frontline call centre operations. This position will include people management responsibilities, the delivery of expert public health advice, and internal and external stakeholder management at a state and national level. Coordination of operational activities and the delivery of successful outcomes is a critical element of the role and requires an exceptionally high level of attention to detail, critical evaluation, communication and negotiation skills.


  • Promote and demonstrate the Department's values and strategic objectives to all employees and stakeholders, and in all work undertaken.
  • Manage the effective and responsive operation of a 7-day COVID-19 Contact Centre with state-wide reach and significance so as to meet Government objectives and community expectations.
  • Lead projects that review policies and operating practices to enhance service delivery.
  • Effectively manage and provide leadership to a team of employees by:
  1. leading and supporting individuals to achieve their potential while maximising their contribution to achieve their goals and outcomes,
  2. modelling behaviours integral to good people management and departmental values,
  3. providing employees with relevant information and access to safe systems of work, and
  4. managing and monitoring professional development activities in annual improvement plans.
  • Contribute to the development and enhancement of the contact centre's sustainable operating model, including supporting rapid surge recruitment as required and ensuring a positive onboarding experience while managing commercial contracts of approximately $60 million across multiple Business Processing Outsourcers.
  • Provide specialist expertise and professional knowledge and skill in relation to specific areas of industry best practice for contact centres, citizen experience and optimisation of contact centre service delivery.
  • Drive a continuous improvement focus for the contact centre that seeks to optimise servicing productivity and citizen outcomes, including process redesign, the application of technology as appropriate and the development of a highly skilled workforce.
  • Contribute to shaping the Department's vision and culture, and take work with the Director to enhance the strategic direction for the contact centre, integrating a range of activities, programs and functions to support organisational goals and priorities
  • Support the Director in the development and management of the unit's budgets, finance management, procurement and expenditure, and influence the allocation of resources


Applicants are encouraged to apply online, submitting a cover letter and a current resume.

Please note: For this position, you are not required to address each of the key selection criteria in a separate written document.

Preferred candidates will be required to complete pre-employment screening, including a national police check and misconduct screening.

Applicants must be an Australian Citizen, Permanent Resident or hold a valid work permit or visa. Work eligibility will be checked as part of the recruitment process.

For further information please visit the Department of Health

Click 'Apply Now' to submit your interest in this position.

Melbourne, VIC

Government, Defence & Emergency


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