National Contact Centre - Real Time & Optimisation Manager

HOBAN Recruitment is seeking an experienced Real Time & Optimisation Manager (APS6 level) to join a major federal government agency's National Contact Centre (NCC) located in Deakin ACT. This is an exciting opportunity to lead a high-performing team responsible for ensuring seamless, real-time contact centre operations across Australia.
Hybrid work arrangements are available-candidates must be based in one of the NCC locations and able to attend the office at least once per week.

About the Role
As the Real Time & Optimisation Manager, you will play a key leadership role in monitoring service performance, managing intraday operations and guiding a team of Real Time Analysts. You will provide insights, respond to operational disruptions, and ensure compliance with governance and service delivery standards.
Key responsibilities include:

• Leading and coaching a team of Real Time Analysts.
• Managing real-time incidents and operational impacts across NCC queues.
• Applying real-time decision-making frameworks to maintain service levels.
• Overseeing internal and external partner-managed contact centres.
• Communicating resource and rostering plans with stakeholders.
• Providing operational reporting on daily performance, forecasts and emerging trends.
• Analysing call demand drivers and advising on performance improvement actions.
• Managing scheduling and advising on staffing requirements for training and project work.
• Ensuring accurate tracking and appropriate scheduling of off-phone activities.

Benefits

• Competitive pay rate of $60.26 per hour, including casual loading, providing you with financial stability and recognition for your expertise.
• 12% superannuation to secure your future and support your retirement planning.
• Start date ASAP, allowing you to embark on this exciting opportunity without delay.
• Full-time position, offering 37.5 hours per week, Monday to Friday, enabling a healthy work-life balance and time.
• Hybrid work model with flexible work-from-home arrangements.
• Contribute to meaningful community outcomes in a national service environment.
• Leadership role with the ability to shape real-time operational strategy.
• Supportive environment focused on workforce planning, performance and continuous improvement.

About You
You will thrive in this role if you are a strong communicator, capable leader and decisive problem-solver with a passion for operational excellence. You bring:

• Excellent written and verbal communication skills.
• Strong interpersonal skills, empathy and the ability to manage sensitive conversations.
• Proven ability to analyse information and make sound, evidence-based decisions.
• Experience in fast-paced, dynamic environments with competing priorities.
• Ability to plan, coach and support team capability development.
• Skill in driving performance through structured action plans and resource management.
• Consistent productivity, resilience and determination across extended timeframes.
• Experience in real-time workforce management within large or government contact centres (highly desirable).
• High-level understanding of contact centre operations and workforce optimisation principles.

Please note you do need to be an AUSTRALIAN CITIZEN for this Federal Government role.
Positions close for submissions at COB MONDAY 3rd FEBRUARY 2026.
HOBAN Recruitment is seeking an experienced Real Time & Optimisation Manager (APS6 level) to join a major federal government agency's National Contact Centre (NCC) located in Deakin ACT. This is an exciting opportunity to lead a high-performing team responsible for ensuring seamless, real-time contact centre operations across Australia.
Hybrid work arrangements are available-candidates must be based in one of the NCC locations and able to attend the office at least once per week.

About the Role
As the Real Time & Optimisation Manager, you will play a key leadership role in monitoring service performance, managing intraday operations and guiding a team of Real Time Analysts. You will provide insights, respond to operational disruptions, and ensure compliance with governance and service delivery standards.
Key responsibilities include:

• Leading and coaching a team of Real Time Analysts.
• Managing real-time incidents and operational impacts across NCC queues.
• Applying real-time decision-making frameworks to maintain service levels.
• Overseeing internal and external partner-managed contact centres.
• Communicating resource and rostering plans with stakeholders.
• Providing operational reporting on daily performance, forecasts and emerging trends.
• Analysing call demand drivers and advising on performance improvement actions.
• Managing scheduling and advising on staffing requirements for training and project work.
• Ensuring accurate tracking and appropriate scheduling of off-phone activities.

Benefits

• Competitive pay rate of $60.26 per hour, including casual loading, providing you with financial stability and recognition for your expertise.
• 12% superannuation to secure your future and support your retirement planning.
• Start date ASAP, allowing you to embark on this exciting opportunity without delay.
• Full-time position, offering 37.5 hours per week, Monday to Friday, enabling a healthy work-life balance and time.
• Hybrid work model with flexible work-from-home arrangements.
• Contribute to meaningful community outcomes in a national service environment.
• Leadership role with the ability to shape real-time operational strategy.
• Supportive environment focused on workforce planning, performance and continuous improvement.

About You
You will thrive in this role if you are a strong communicator, capable leader and decisive problem-solver with a passion for operational excellence. You bring:

• Excellent written and verbal communication skills.
• Strong interpersonal skills, empathy and the ability to manage sensitive conversations.
• Proven ability to analyse information and make sound, evidence-based decisions.
• Experience in fast-paced, dynamic environments with competing priorities.
• Ability to plan, coach and support team capability development.
• Skill in driving performance through structured action plans and resource management.
• Consistent productivity, resilience and determination across extended timeframes.
• Experience in real-time workforce management within large or government contact centres (highly desirable).
• High-level understanding of contact centre operations and workforce optimisation principles.

Please note you do need to be an AUSTRALIAN CITIZEN for this Federal Government role.
Positions close for submissions at COB MONDAY 23rd FEBRUARY 2026.

At HOBAN we encourage applications from people with disability, people from diverse cultural and linguistic backgrounds, people of all genders, LGBTI people, and Aboriginal and Torres Strait Islander people.

We provide reasonable adjustments; including alternate formats to the recruitment process for individuals with disability. If you require an adjustment to be made during the recruitment process, please email our Adjustments Coordinator at adjustments@hoban.com.au or visit hoban.com.au/adjustments for additional contact details.