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Critical Incident Desk Supervisor

Mulgrave VIC 3170, Australia Req #1531
Tuesday, 26 July 2022

Critical Incident Desk Supervisor 

City FM Australia provides world-leading facilities management and engineering solutions which ensure safe, compliant, successful and sustainable outcomes on time and within budget for our partner -Bunnings


Due to continued growth, we have an exciting opportunity for an experienced, hands on, motivated and team ordinated professional. Reporting to the C.I.D Manager, you will ensure KPI’s are met to service provided is of a high standard; simultaneously supporting the C.I.D Manager deliver continuous improvements to process and procedures.


  • Lead, mentor, motivate and manage a diverse team 
  • Ensure set targets and KPI’s are achieved
  • Manage day-to-day workload of team members as well as rostering 
  • Liaise with internal and external stakeholders 
  • Work within a fast-paced contact centre environment that operates 24/7 
  • Holding and actioning the on-call phone on a rotational basis after hours 


  • Demonstrated Supervisor experience with exemplary communication skills to build a strong relationship with our partners and internal stakeholders 
  • Experience in recruitment and onboarding of new team members
  • Ability to keep track of team member performance and identify inconsistencies in team member performance with appropriate corrective actions set
  • Strong analytical and reporting skills to identify trends and establish required actions for items such as correct resource allocation for work prioritisation/management in alignment with Contact Centre set KPIS/Targets
  • Confidence in learning brand specific information as well as basic system configuration


  • Opportunity to work in new, modern facilities
  • Excellent training in a supportive and inclusive environment
  • Working within a close-knit Contact Centre team
  • An opportunity to be a part of a growing organisation 
If you would like the opportunity to be part of a growing Australian Facilities Management business, we would love to hear from you.  

City is an Equal Opportunity Employer who supports and encourages the diverse needs of each individual Team Member. We provide a challenging and rewarding environment with ongoing professional development for all our Team Members.   

City does not accept any unsolicited resume referrals from Recruitment Agencies. City will not pay any placement fees relating to unsolicited resume referrals.

Other details

  • Pay Type Salary
Location on Google Maps
  • Mulgrave VIC 3170, Australia