Reasons to Apply - At a Glance
* Australian Citizenship is essential, offering you the chance to contribute to national initiatives while accessing secure, long-term career opportunities in the public sector.
* This role is all about leading a high‑performing real‑time operations team to keep a busy contact center running smoothly - and it's a great opportunity to step into a challenging, fast‑paced environment where your decisions shape daily performance and team success.
Your New Company
Your organisation delivers a national support system for Australians living with disability, funding essential services tailored to individual needs and helping people achieve their goals. As a growing Federal Government agency focused on operational excellence, this role offers a chance to contribute to meaningful initiatives and take your career to the next level.
Your New Role
You will be responsible for:
* Leading a team of Real Time Analysts to monitor performance and maintain service levels across multiple contact centre queues.
* Managing real‑time incidents and operational disruptions, using structured decision‑making to keep operations running smoothly.
* Applying real‑time tools and frameworks to proactively adjust staffing and resources throughout the day.
* Coaching and developing team members to strengthen their capability in intraday management and operational best practice.
* Communicating clearly with internal and external partners about resource plans, daily performance, and service‑level outcomes.
What You Will Need to Succeed
The successful applicant will demonstrate:
* Strong written and verbal communication skills, with the ability to work collaboratively and build trusting relationships.
* Confidence in making evidence‑based decisions, solving problems quickly, and managing multiple priorities in a fast‑paced environment.
* Experience working within a contact centre environment, ideally with exposure to workforce management or real‑time operations.
* The ability to coach, develop, and support team members, helping them build the skills needed for current and future responsibilities.
* A proactive mindset, with the resilience and drive to maintain high productivity and adapt to shifting operational demands.
The Logistics
* Australian Citizenship is a mandatory requirement of this role.
* Contract until end of 2026, with view for extension or permanency.
* $60.26 per hour (excluding superannuation).
* Hybrid working arrangement.
* Flexible working location - opportunity in Dandenong, Richmond, Deakin, Robina, and Townsville.
What You Will Get in Return
* An opportunity to progress your career with a large Federal Government agency.
* An opportunity to contribute to meaningful initiatives and take your career to the next level.
* Online timesheet submission and approval.
* Work-from-home flexibility.
* Weekly pay cycle.
What You Need to Do Now
If this role sounds like something you'd be interested in pursuing, click 'Apply Now' or forward your current CV to Please include a short summary outlining your suitability for the role.
If this role doesn't quite suit you, but you're interested in exploring new opportunities, please contact us to arrange a confidential discussion about your career.
*Due to a high volume of applications, we may not be able to respond to every phone call or email. We appreciate your patience and understanding during this busy period.