Real Time Analyst - Leaving Violence Program
Join to apply for the Real Time Analyst - Leaving Violence Program role at Telstra Health
Real Time Analyst - Leaving Violence Program
Join to apply for the Real Time Analyst - Leaving Violence Program role at Telstra Health
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Join Telstra Health in Making a Difference
At Telstra Health, we believe health technology has the potential to be the great enabler for transforming the way healthcare is delivered. With the backing of our parent company Telstra, we’re all about combining technology and innovation to deliver significant, scalable solutions for improving patient and clinician experiences and health outcomes.
As part of this, Telstra Health delivers critical Family, Domestic and Sexual Violence (FDSV) services, ensuring people experiencing violence have access to safe, trauma-informed, and high-quality support. Our teams play a vital role in providing these essential services, and we are committed to ensuring they have the training, systems, and resources they need to deliver compassionate and effective care.
About the Leaving Violence Program
From 1 July 2025, Telstra Health will deliver the Leaving Violence Program (Program), a nationally funded initiative by the Australian Government. The Program will support victim survivors who plan to leave or have left a violent intimate partner relationship by providing individualised financial support packages, as well as safety supports through risk assessments, safety planning and referral support.
The service operates Monday to Friday, 8:30 am to 5:30 pm (local time) across all Australian states and territories, excluding national public holidays. This nationwide structure ensures comprehensive coverage across all time zones.
Our Commitment and Program Principles
The Program is underpinned by four main principles:
* Trauma-informed - Individuals receive a trauma-informed, person-centred service.
* Culturally responsive - Individuals receive a culturally informed service, with a specific focus for Aboriginal and Torres Strait Islander peoples.
* Accountable – Telstra Health is responsible and transparent to the Department of Social Services
* Ethical – Telstra Health operates with honesty and integrity, is trusted and diligent.
The Program principles are designed to reflect and respond to each victim-survivors experience of intimate partner violence. Using these Principles, the Program will provide for a trauma-informed and victim-survivor centred service by empowering choice and autonomy. The Program is a key initiative under the National Plan to End Violence against Women and Children 2022-32, designed to complement other services available to victim-survivors that work towards ending gender-based violence.
What’s the opportunity?
As a Real-Time Analyst, you will play a critical role in ensuring smooth, responsive, and efficient contact centre operations by monitoring live data and coordinating real-time resource allocation. Your insights and actions will directly impact service delivery outcomes, supporting teams to meet performance targets while maintaining a positive experience for the community.
Please note, this position is a 6-month fixed-term contract.
About the role
As a Real-Time Analyst, you will play a critical role in ensuring smooth, responsive, and efficient contact centre operations by monitoring live data and coordinating real-time resource allocation. Your insights and actions will directly impact service delivery outcomes, supporting teams to meet performance targets while maintaining a positive experience for the community.
Real-Time Queue Monitoring and Call Management
* Maintain continuous oversight of inbound and outbound queue activity to ensure alignment with service level agreements (SLAs).
* Monitor intraday call volumes and agent status across multiple queues and platforms to identify performance trends and intervene where needed.
* Provide live operational updates to Team Leaders and Workforce Planning to support dynamic decision-making.
Call Reassignment and Availability Management
* Take prompt action to reassign or reallocate calls in response to agent absences, spikes in volume, or technical disruptions.
* Monitor and adjust agent availability in real-time to maintain optimal workload balance and minimal customer wait times.
* Escalate unresolved availability or system issues to the appropriate support teams for resolution.
* Identify routing anomalies such as call loops, drops, or misdirected calls and implement immediate corrective actions.
* Use system alerts and dashboard data to proactively address and resolve service delivery risks before customer impact occurs.
* Log and report recurring issues to support root-cause analysis and long-term solutions.
Cross-Functional Collaboration
* Work closely with Team Leaders, Workforce Planners, and ICT support to align real-time actions with staffing forecasts and business priorities.
* Support operational handovers and daily stand-ups with performance data, risk flags, and suggested adjustments.
* Provide timely updates and recommendations to internal stakeholders on queue performance and agent utilisation.
Operational Insights and Process Improvement
* Analyse real-time and intraday data trends to identify opportunities for efficiency, cost reduction, or performance uplift.
* Contribute to continuous improvement efforts by reporting on performance bottlenecks and supporting implementation of enhanced processes.
* Assist with post-incident reviews and prepare real-time operations reports for management review.
About you
To succeed in this role, you will need to meet the following:
Qualifications
* Bachelor's degree in business administration, Operations Management, Information Systems, or a related field (preferred).
* Equivalent practical experience in real-time or contact centre operations will be considered in lieu of formal qualifications.
* Certifications in WFM tools, contact centre management, or data analytics are an advantage.
Experience
* 1–3 years' experience in a real-time analyst, workforce management, or contact centre operations role.
* Hands-on experience with Workforce Management (WFM) platforms such as Verint, Genesys, NICE, or similar.
* Familiarity with queue management and telephony platforms is highly regarded.
* Demonstrated ability to analyse data dashboards and respond rapidly to performance indicators.
* Basic understanding of ACD systems, call routing logic, and service level metrics.
Why join Telstra Health?
* We believe that flexibility is not a ‘perk’ — it’s how we work! We support you to achieve work-life harmony in a way that works for you.
* We’re a fast-paced, dynamic environment —perfect if you thrive on innovation and continuous improvement.
* We actively support career growth, offering pathways to internal opportunities and ongoing development.
* You’ll be joining a team that’s passionate about making a real difference in health and wellbeing outcomes across Australia.
And it doesn’t stop there…
* Avenues for growth and development across Telstra Health.
* 30% discount on Telstra services including home broadband and post-paid mobiles.
* Free 24/7 professional and confidential support for you and your family through our Employee Assistance Program (EAP).
* Employee rewards program including discounts on shopping, gym memberships, movie tickets, health insurance and more.
* Multiple leave options, including:
* Family and Domestic Violence leave
* Cultural leave
* Volunteer leave
* Study leave
* Option to purchase additional leave.
Our commitment to diversity, equity and inclusion
We are passionate about creating an environment that’s inclusive and supportive. We encourage Aboriginal and Torres Strait Islander people, individuals from all backgrounds, including those caring for and living with disability, to apply. Applications will be assessed and shortlisted as they are received — so apply today!
We are a Circle Back Initiative Employer — we commit to responding to every applicant.
Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Contract
Job function
* Job function
Analyst, Quality Assurance, and Project Management
* Industries
IT Services and IT Consulting, Community Services, and Health and Human Services
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