About the company:
This Federal Government agency works to deliver programs and services that support people with disability and their families, aiming to improve access, engagement, and outcomes across Australia. The agency collaborates closely with communities, service providers, and government stakeholders to implement initiatives that enhance social inclusion, wellbeing, and equity.
Role Purpose
The National Contact Centre (NCC) is the main way people contact the Agency to make enquiries. This includes participants, prospective participants, providers, government and private organisations, and the general public.
The NCC handles inbound calls and webchats, runs outbound call campaigns, and manages a range of service tasks including emails and other processing projects.
The APS6 Real Time Optimisation Manager is part of the Planning and Performance team within the NCC Branch. The team is responsible for workforce planning, forecasting, scheduling, performance monitoring, and reporting for the Contact Centre.
Key Responsibilities
* Lead a team of Real Time Analysts, monitoring and maintaining service levels across NCC queues.
* Manage real-time incidents affecting the Contact Centre and liaise with management as needed.
* Use real-time decision-making frameworks and tools to proactively manage service levels and operational disruptions.
* Coach and develop analysts to build capability in intraday management and organisational strategies.
* Communicate clearly about resource and rostering plans with internal and external partners.
* Monitor and manage partner-run inbound Contact Centres, providing real-time insights and intelligence.
* Ensure real-time operations follow the Agency’s governance frameworks and service standards.
* Partner with management to report on previous, current, and next-day metrics, both actual and forecasted.
* Provide expert advice on staffing requirements for training and operational work.
* Analyse and report information, offering actionable insights into unexpected call demand or performance issues.
* Track off-phone activities and work with management to schedule these efficiently.
Skills Required
* Excellent written, verbal, and interpersonal communication skills.
* Empathy and the ability to handle sensitive or confronting conversations.
* Strong problem-solving and decision-making skills based on evidence and sound judgment.
* Ability to manage multiple tasks, meet deadlines, and work to schedules.
* Adaptability to changing and dynamic environments.
* Ability to meet or exceed internal or external customer expectations while building trust and commitment.
* Ability to plan and support the development of team members’ skills and knowledge.
* Ability to create and implement action plans for yourself and your team to complete work efficiently.
* Ability to engage team members to improve performance through targeted development of skills and behaviors.
* Maintain high levels of productivity over extended periods, working with energy, effectiveness, and determination.
Benefits:
* ASAP start (pending Federal Police Clearance)
* Assignment end date: 31st December 2026 with potential extension
* Location: VIC- QLD and ACT
* $60.26 hourly + Super
How to apply:
Chandler Macleod is an equal opportunity employer as part of our commitment to creating a diverse and inclusive workplace, Aboriginal and Torres Strait Islander people, disability and culturally and linguistics candidates are also encouraged to apply.
Please note the successful candidate for the role must hold Australian Citizenship.
Application closes on the 23rd February 2026