Location: Richmond or Dandenong VIC
Pay rate: $60.26ph + super
Work flexibility: Minimum 1 day per week in office.
This is a role within the largest federal government organisation in the disability sector. Our client is looking for a Real‐Time Workforce Optimisation Operations Manager for their National Contact Centre Branch. You will lead a team of Real‐Time Analysts to ensure the participants can access the support they need when they need it. You'll monitor service levels in real‐time, manage operational disruptions, and make data‐driven decisions to keep the service delivery on track.
Key Responsibilities
* Team Leadership: Lead and develop a team of up to 10 Real Time Analysts, building their capability in intraday management.
* Operational Excellence: Apply decision‐making frameworks to proactively manage service levels across all National Contact Centre queues.
* Incident Management: Partner with management to handle real‐time incidents and operational disruptions as they occur.
* Strategic Communication: Provide concise, expert advice to internal and external partners regarding resource plans and staffing requirements.
* Intelligence & Reporting: Analyse call demand and performance metrics to provide actionable insights to the management team.
What We Are Looking For
The ideal candidate is a proactive problem‐solver with a knack for numbers and a heart for people.
* Work Force Management Experts: Deep knowledge of contact centre operations and real‐time workforce management is essential.
* Strong Communicators: The ability to handle sensitive conversations with empathy while delivering clear, data‐backed reports.
* Adaptive Leaders: Someone who can manage multiple tasks, meet tight deadlines, and thrive in a dynamic, changing environment.
* Proven Experience: Experience in a large‐scale or government contact centre environment is highly desirable.
You will be part of a team dedicated to improving the lives of NDIS participants.
* Key Eligibility Criteria: Only Australian Citizens are eligible to apply for the role.
How to apply
Please submit your CV using the link to apply for the role. For confidential discussions please email Rashi.Joshi@randstad.com.au
The Applications close on 23rd Feb 2026.
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