• Saving our native wildlife
• Leadership of a cooperative and committed team
• Abbotsford Convent location

Wildlife Victoria has provided the community with a Wildlife Emergency Response Service (ERS) for 35 years. Our mission is to help and protect wildlife through our rescue, education, and advocacy activities. Every year thousands of native animals in Victoria become sick, injured or orphaned, often as a direct result of human activity. The Wildlife Victoria Emergency Response Service receives over 100,000 requests for help from members of the public via its emergency phone line and online reporting system annually and saves over 80,000 animals.

Reporting to the Head of Emergency Response Service and working closely with the Senior Leadership team, the supervisor is responsible for operational management of the ERS during shifts.

ROLE AND RESPONSIBILITIES:

• Manage the ERS team in real time on cases requiring collaboration, including difficult calls, species identification, and significant or major incidents.
• Monitor all technology infrastructure (computers, monitors, headsets, etc) for proper function and taking appropriate action to remediate failures and faults
• Motivates and supports the team through feedback and communication.
• Measures KPIs such as inbound calls, call waiting and call abandonment.
• Assists with taking members of public calls if team can’t handle the workload /when required during peak periods.
• Improves quality of results by recommending changes eg: to processes or protocols.
• Oversee employee attendance, performance, and adherence to break schedules. Facilitate a comprehensive review of employees' note-taking and maintain high standards in answering calls.
• Assist in hiring and onboarding new employees.

• Creates targets and goals for improvement.
• Escalate as appropriate and as directed on any matters in the operation of the ERS, including technology issues, human resources issues, including wellbeing or fatigue of staff members, animal cruelty reports, and other matters as directed from time to time.
• Develop and implement process improvements to increase efficiency and effectiveness.
• Prepare reports for senior management on department performance.
• Perform other duties as assigned and collaborate with the Head of Emergency Response Service & Operations Manager.

ABOUT YOU:

• Calm, ability to work under pressure and prioritise work.
• Clear communication skills and an approachable demeanour; capable of managing and coaching staff, role modelling the WV values and supporting the broader objectives of Wildlife Victoria.
• Demonstrated evidence of showing initiative and collaboration as part of a broader organisational team.
• Displaying and role-modelling optimal leadership standards and behaviours, including managing and coaching teams and individuals to high performance and positively contributing to a values-led and engaging workplace culture.
• Excellent communication skills, with the ability to effectively communicate with all types of stakeholders.

ESSENTIAL KEY SELECTION CRITERIA:

• A minimum of 2+ years of leadership experience in the role of a manager or supervisor responsible for overseeing a workforce.
• Prior experience in a call centre environment or similar working environment where office attendance is required by the role and flexible working would ordinarily not be available
• Flexible schedule, including availability to work Saturdays, Sundays & Public holidays.

DESIRABLE KEY SELECTION CRITERIA:

• Experience as a wildlife rescuer or carer, particularly across multiple species
• A tertiary degree or certification in wildlife, animal behaviour, environmental biology, ecology or zoology etc

CULTURE & BENEFITS:

• Reputable not-for-profit organisation offering competitive remuneration and benefits including salary packaging
• Friendly, supportive and collaborative culture including social events and teambuilding
• Ongoing opportunities to learn about wildlife, become a volunteer and develop your career    
• Ability to make a real contribution to the plight of native wildlife every day.   
• Access to a range of mental health and wellbeing supportive initiatives, including comprehensive EAP for staff and partners.  
• Abbotsford Convent worksite with complementary amenities, including tea and coffee. 

To submit your application, click "Apply Now".

A position description is attached.