The Australian Workers’ Union (AWU) is the nation’s oldest and most influential trade union, representing over 75,000 working Australians. We are also Australia's most diverse union, representing workers across a wide range of industries.

Getting the best outcome for our members is at the heart of what we do.

POSITION DESCRIPTION

The AWU National Office is seeking a highly experienced and motivated Call Centre Supervisor to lead our dedicated team at the National Contact Centre, based in Granville, NSW.

This is a Permanent Full Time position of 37.5 hours per week.

The Contact Centre plays a crucial role in maintaining member engagement, contacting un-financial members, and supporting union campaigns. The successful applicant will bring extensive experience in call centre operations, team leadership, and member recruitment strategies.

ESSENTIAL REQUIREMENTS

• Extensive experience supervising or managing call centre operations
• Proven ability to train, lead and motivate a small team in a performance-based environment
• Strong background in both outbound and inbound call management
• Demonstrated success in member or customer recruitment and retention strategies
• Experience managing confidential and sensitive matters with discretion
• Proficiency in reporting, performance tracking and KPI analysis
• High-level data entry and accuracy
• Advanced knowledge of Microsoft Office suite
• Ability to work during both day and evening shifts (Mon–Fri)
• Demonstrated ability to work independently and collaboratively within a small team

DESIRABLE

• Experience working in a Trade Union or Not-for-Profit environment
• Awareness of trade union campaigns and workplace issues
• Familiarity with membership-based or CRM software platforms

KEY DUTIES

• Supervise day-to-day operations of the National Contact Centre
• Provide leadership, coaching and mentoring to Contact Centre Operators
• Monitor team performance and ensure achievement of recruitment and retention targets
• Manage outbound calls to un-financial members and campaign contact lists
• Ensure compliance with AWU privacy and communication standards
• Provide regular reporting to management and support broader campaign objectives

CONDITIONS

Salary will be offered depending on experience and skills, plus superannuation and other generous conditions.

HOW TO APPLY

To apply for this position, please click "Apply Now" and submit your CV and a Cover Letter addressing the selection criteria to AWU Operations Manager Mark Fagan.

Please direct any enquiries about the position to [email protected] using the subject line: Call Centre Supervisor enquiry via EthicalJobs.

We are reviewing applications as they are received and will continue until the position is filled. Interested candidates are encouraged to apply promptly. Thank you for considering a career with the Australian Workers’ Union. We look forward to reviewing your application.