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Team Leader

Australian Government Services Australia - Brisbane City, QLD

Any Industry
Source: uWorkin


Full Job Description
APS Level 5
Box Hill, VIC,Brisbane, QLD

Job Number: EXT-APSL-2021-1468
Job Title: Team Leader
Classification: APS Level 5
Salary Range: $75,439 - $81,403
Job Type: Ongoing,Non-ongoing
Employment Type: Full-time
Group/Division/Branch/Section: Corporate Enabling / Corporate and Cross Government Services / Payroll, HR Operations and Security / People Advisory Centre Services
Locations: Box Hill, VIC,Brisbane, QLD

Job Description

The People Advisory Centre (PAC) provides a helpdesk service to employees and managers of the agency and cross government clients, on a broad range of HR related matters. This includes payroll, HR (ESSentials) and learning management systems, performance management, general employment conditions, HR policies, guidelines and related support tools.

The Team Leader allocates and monitors the work of the team, administers the day-to-day operation of staff rosters, co-ordinates technical support for telephony, monitors individual performance, as well as mentors and develops team members in a virtual contact centre environment.

They are also responsible for continuous improvement in service delivery, including the quality assurance of services and contributing to the development of relevant training resources for the team. A critical aspect of the role is to provide assisted services to resolve complex technical and sensitive queries escalated from team members. In doing so, the Team Leader will often liaise with subject matter experts in HR specialist teams to ensure positive team and customer outcomes.