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Cyber Security Helpdesk - Call Centre Team Leader


Job Description

Primary Role
  • provide on the job training to call centre Support Officers,
  • manage quality control and surge capacities,
  • set and manage contractor KERs,
  • coordinate the roster and associated staff administrative functions, and
  • respond to calls/emails to the Cyber Security Helpdesk and provide guidance and advice on cyber security matters,
  • escalate tier two calls/emails to the 24/7 Watch, and
  • provide appropriate internal/external referral pathways to customers.

To Be Successful In This Role You Will Possess
  • Must have a sound understanding of cyber security fundamentals and an interest in supporting and educating members of the public.
  • Demonstrated computer literacy and strong oral and written communication skills.
  • Effective management skills, including managing work volumes, staff skilling and development, call quality control and budgeting.
  • Ability to build and sustain positive relationships with team members and customers and ability to follow procedures and provide a positive customer experience. This includes the ability to manage difficult conversations.
Due to security clearance requirements for this role, candidates must be Australian Citizens who are able obtain a Federal Government Security Clearance.

Apply now for immediate consideration - contact Abegail Baniqued on 02 9054 0955 quoting Job Reference: 209994

Please note: only candidates that meet the above criteria will be contacted. Thank you for your interest in the position.

Contact: Josie Bandiola