APS6 Contact Centre Operations Manager (Real-Time)

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 disability sector. Our client is looking for a Real-Time Workforce Contact Centre 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 ...