The Australian Bureau of Statistics (ABS) is looking to recruit suitably experienced Contact Centre staff for our Census Workforce Support Centre. The Workforce Support Centre is a large team comprised of two phone-based contact centres; the field Recruitment Support Line and the Staff Support Centre. These are temporary positions up to 18 months duration.

Assistant Director (EL 1), Workforce Support Centre

As Assistant Director, Workforce Support Centre, you will be a hands-on customer service leader who thrives in an operational environment. You will work closely with a Director and the broader Census Workforce Services leadership team to enable a large and diverse team of agents, officers and managers in the delivery of contact centres across operational hours.

Skills and experience:

• demonstrated leadership experience in coaching and developing others for high-performance
• proven experience in delivering customer or enabling services, ability to anticipate and be responsive to the needs of stakeholders and clients
• sound judgement and strong critical thinking and problem-solving skills
• a strong ability to build operational context and grasp key concepts quickly
• be calm and composed under pressure, and lead by example.

Supervisor (APS 6), Workforce Support Centre

Supervisors will lead a team responsible for providing high quality frontline assistance which may include resolving queries relating to application support and operational procedures. Supervisors will work strategically to contribute to the development of team objectives, including setting priorities and managing workloads. They will contribute to managing change in a dynamic environment, and support their team to be successful through coaching, performance feedback and encouraging development.

Skills and experience:

• experience in managing teams in a customer service or call centre environment, with the ability to train and coach less experienced team members
• ability to use a flexible, outcome focused approach to meet business objectives while maintaining a high quality of work
• strong written, verbal and phone communication skills
• customer-focused and committed to providing effective and responsive services to clients
• critical thinking and problem-solving capabilities, including the ability to critically assess issues and contribute to innovative solutions
• excellent coordination skills, attention to detail and ability to manage competing priorities
• proven ability to communicate, liaise and maintain relationships with stakeholders.

Team Leader (APS 5), Workforce Support Centre

Team Leaders will manage a team of agents responsible for providing high quality, frontline assistance which may include resolving queries relating to application assistance and operational procedures. Team Leaders will support their team to be successful through training, coaching and performance feedback. They will contribute to the setting of work priorities and encourage best practices through leadership by example.

Skills and experience:

• experience leading teams in a customer service or call centre environment
• ability to assist staff development through training, coaching and providing feedback
• customer-focused and committed to providing effective and responsive services to clients
• strong written, verbal and phone communication skills
• good attention to detail and ability to manage competing priorities
• strong analytical skills to identify risks and contribute to solutions
• ability to communicate, liaise and maintain relationships with stakeholders.

About the Census Workforce Support Centre

The Census Workforce Support Centre will operate during the following hours across different phases:

Off-Peak - 8:30am to 7:00pm AEST

Peak - 8:00am to 10:30pm AEST

(Weekdays & Weekends, including public holidays.)

As part of the leadership team, you are expected to share your availability across these hours to ensure consistent support for your team’s delivery.

Salary information

EL1 (Assistant Director): $117,593 - $135,935

APS 6 (Supervisor): $95,714 - $108,092

APS 5 (Team Leader): $85,204 - $95,705

Plus 15.4% employer contribution to super.

How to apply

To apply, complete an online application form, upload your resume, provide referee details and submit a statement (up to 500 words) describing how your skills and experience are relevant to the role(s) you are applying for.

Applications close Sunday 20th July 2025 at 11.30 pm (AEST).