Contact Centre Officer/Team Leader/Training & Quality Assurance Officer
Adelaide, South Australia, Australia
I joined the SA COVID Contact Centre in the first external intake following the Emergency Declaration in March 2020. I was subsequently appointed to a range of leadership positions including:• Team Leader/Contact Centre Officer, responsible for supervision of teams of Call Centre Agents.• Training & Quality Assurance Officer, responsible for the design and delivery of training of 200+ Call Centre Agents, profile creation and onboarding, and in-service training across the Contact Centre• Team Leader, Vaccinations, responsible for the leadership of a specialist team supporting the roll-out of the COVID-19 Vaccination Program in SA Health Clinics.• Team Leader, COVID Support Services, supporting Home Quarantine and Online Reporting functions.I also undertook secondments to State Command Centre-Health (training); Logistics (transport and inventory) and Operations (including support for mobilised teams in regional and remote areas and the APY Lands); COVID Response Care Team (training).The COVID Contact Centre took some 1.36 million calls prior to its integration with the Communicable Diseases Control Branch in November 2022. I continue to provide caller support and assistance and to support the online and hard copy archiving the documentary heritage created during the pandemic.This unplanned - thanks to the Pandemic - pivot has built in me significant transferrable skills in emergency management, prevention, preparedness, response and recovery, as well as resilience, capacity and adaptability.