Our client is a large, purpose-driven Federal Government Agency seeking an APS6 NCC Real Time Optimisation Manager to lead real-time workforce performance across a high-volume National Contact Centre environment.
This role sits within a workforce planning and performance function and is responsible for maintaining service levels, managing intraday disruptions, and partnering with operational leaders to deliver performance outcomes across multiple sites.
* Australian Citizenship required (MANDATORY – Federal Government).
* Initial contract until 31 December 2026 with extension potential.
* APS6 hourly rate: $60.26 + Super.
* Hybrid working arrangement.
* Locations: Dandenong or Richmond, VIC.
About the role:
The APS6 NCC Real Time Optimisation Manager works under limited direction to lead a team of Real Time Analysts and manage intraday service delivery performance. You will monitor and maintain service levels across contact centre queues, respond to real-time incidents and operational disruptions, and provide actionable insights through performance reporting, analysis and stakeholder engagement.
Responsibilities may include but are not limited to:
* Leading a team of Real Time Analysts, monitoring and maintaining service levels across NCC queues.
* Managing incidents and real-time situations impacting operations, partnering with management when required.
* Applying real-time decision-making frameworks and tools to proactively manage service levels and disruptions.
* Coaching and developing analysts to uplift intraday management capability and strategies.
* Communicating regularly and concisely regarding resource and rostering plans with internal and external partners.
* Managing internal and external contact centre partners, monitoring intraday service levels and providing real-time insights.
* Reporting on previous/current/next day performance metrics (actuals and forecasts) and advising on staffing requirements.
* Analysing drivers of unexpected demand and performance impacts, providing actionable intelligence.
* Ensuring accurate tracking of off-phone activities and advising on scheduling where required.
* Ensuring real-time operations comply with governance frameworks and service delivery standards.
Essential criteria:
* Demonstrated experience in contact centre real-time operations and/or workforce management (intraday performance).
* Strong people leadership capability (leading/coaching teams in operational environments).
* Strong written and verbal communication skills, with the ability to communicate clearly and concisely to stakeholders.
* Strong problem-solving and evidence-based decision-making skills in fast-moving environments.
* Ability to manage multiple priorities, meet deadlines, and adapt to changing operational demands.
Desirable skills and experience:
* Experience working in a large and/or government contact centre in a workforce management capacity.
* Understanding of NDIS-related operations/service delivery environments.
APPLICATIONS CLOSE MONDAY, 23rd FEBRUARY.
APPLY:
Submit your resume, or for further information please contact:
Reece Prideaux – Talent International
**************@talentinternational.com
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