APS 6 NCC Real Time and Optimisation Manager

Are you a highly organised, operationally focused professional seeking an opportunity to contribute to the efficiency and performance of a federal government agency? A federal government agency is seeking an APS6 NCC Real Time Optimisation Manager to support workforce management, performance monitoring, and service delivery initiatives that enhance Contact Centre operations.

Role Details:

• Job Title: APS6 National Contact Centre Real Time Optimisation Manager
• Type: Full-Time hours, Temporary Labour Hire Assignment
• Location: Townsville
• Rate: $60.26 p/h + superannuation

About the Role:
The APS6 NCC Real Time Optimisation Manager operates under limited supervision to deliver real time workforce management and performance optimisation activities within a federal government Contact Centre. The role supports organisational objectives by ensuring service levels, monitoring operational performance, and providing actionable intelligence to improve service delivery.

The position requires strong organisational skills, analytical capability, and the ability to manage multiple priorities simultaneously. The APS6 Real Time Optimisation Manager works collaboratively with internal teams while managing their own workflow, priorities, and deliverables.

Key Responsibilities:

• Lead a team of Real Time Analysts to monitor and maintain service levels across Contact Centre queues.
• Manage real time operational incidents and apply decision-making frameworks to mitigate service disruptions.
• Coach and develop team members in intraday management and operational strategies.
• Communicate workforce and rostering plans with internal and external partners.
• Monitor and report metrics, providing actionable intelligence on demand trends and performance outcomes.
• Advise management on staffing requirements for training and operational workloads.
• Ensure compliance with federal government governance frameworks and service standards.
• Track off phone activities and support scheduling optimisation for operational efficiency.
• Other duties as required.

Mandatory Requirements:

• Demonstrated experience in workforce management, real time operations, or contact centre environments.
• Strong organisational, analytical, and problem solving skills with the ability to manage competing priorities.
• Excellent written and verbal communication skills.
• Ability to coach and develop team members to achieve operational objectives.
• High attention to detail and accuracy in reporting and workforce management activities.
• Australian citizenship is mandatory.

Highly Regarded:

• Experience working in large or government Contact Centres.
• Knowledge of real time optimisation, forecasting, and workforce scheduling tools.
• Experience providing actionable intelligence for operational performance improvement.
• Familiarity with governance frameworks and service delivery standards in a federal government context.

Apply now!

This is an excellent opportunity to contribute to workforce optimisation, real time operational management, and service delivery improvement within a federal government agency, while working in a collaborative, outcomes focused, and professional environment.

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.