APS6 Contact Centre Operations Manager (Real-Time)
Location: Deakin ACT
Pay rate: $60.26ph + super
...
aps6 contact centre operations manager (real-time).
- canberra, australian capital territory
- posted 1 day ago
- closes 12 march 2026
job details
summary
- canberra, australian capital territory
- AU$60.26 per hour, Super
- contract
- full-time
- job categorycustomer service & call center
job details
Work flexibility: Minimum 1 day per week in office.
show moreThis 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
The ideal candidate is a proactive problem-solver with a knack for numbers and a heart for people.
We are looking for:
- Work Force Management Experts: Deep knowledge of contact centre operations and real-time workforce management is essential.
- Strong Communicators: The ability to handle sensitive conversations with empathy while delivering clear, data-backed reports.
- Adaptive Leaders: Someone who can manage multiple tasks, meet tight deadlines, and thrive in a dynamic, changing environment.
- Proven Experience: Experience in a large-scale or government contact centre environment is highly desirable.
You will be part of a team dedicated to improving the lives of NDIS participants.
**Key Eligibility Criteria: Only Australian Citizens are eligible to apply for the role.
How to apply: Please submit your CV using the link to apply for the role. For confidential discussions please email Rashi.Joshi@randstad.com.au
The Applications close on 23rd Feb 2026.
APS6 Contact Centre Operations Manager (Real-Time)
Location: Deakin ACT
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 ...
The ideal candidate is a proactive problem-solver with a knack for numbers and a heart for people.
We are looking for:
- Work Force Management Experts: Deep knowledge of contact centre operations and real-time workforce management is essential.
- Strong Communicators: The ability to handle sensitive conversations with empathy while delivering clear, data-backed reports.
- Adaptive Leaders: Someone who can manage multiple tasks, meet tight deadlines, and thrive in a dynamic, changing environment.
- Proven Experience: Experience in a large-scale or government contact centre environment is highly desirable.
You will be part of a team dedicated to improving the lives of NDIS participants.
**Key Eligibility Criteria: Only Australian Citizens are eligible to apply for the role.
How to apply: Please submit your CV using the link to apply for the role. For confidential discussions please email Rashi.Joshi@randstad.com.au
The Applications close on 23rd Feb 2026.
experience
3 yearsskills
Excellent written and verbal communication, interpersonal skills, empathy, soft skills for sensitive conversations , evidence-based problem solving, sound judgment , multi-tasking, deadline management, schedule adherence , adaptability to changequalifications
- Experience with Real-Time workforce management
- Operational leadership skills
- Stakeholder communication
- experience managing a complex contact centre is highly desirable
education
Vocational/Professional Qualification
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