NCC Real Time Optimisation Manager - APS6

  • Australia
  • Melbourne
  • Contract
  • Up to AU$60.26 per hour + Super

Our client is a large, purpose-driven Federal Government Agency seeking an APS6 NCC Real Time Optimisation Manager to lead real-time workforce performance across a high-volume National Contact Centre environment.

This role sits within a workforce planning and performance function and is responsible for maintaining service levels, managing intraday disruptions, and partnering with operational leaders to deliver performance outcomes across multiple sites.

  • Australian Citizenship required (MANDATORY – Federal Government).
  • Initial contract until 31 December 2026 with extension potential.
  • APS6 hourly rate: $60.26 + Super.
  • Hybrid working arrangement.
  • Locations: Dandenong or Richmond, VIC.

About the role:
The APS6 NCC Real Time Optimisation Manager works under limited direction to lead a team of Real Time Analysts and manage intraday service delivery performance. You will monitor and maintain service levels across contact centre queues, respond to real-time incidents and operational disruptions, and provide actionable insights through performance reporting, analysis and stakeholder engagement.

Responsibilities may include but are not limited to:

  • Leading a team of Real Time Analysts, monitoring and maintaining service levels across NCC queues.
  • Managing incidents and real-time situations impacting operations, partnering with management when required.
  • Applying real-time decision-making frameworks and tools to proactively manage service levels and disruptions.
  • Coaching and developing analysts to uplift intraday management capability and strategies.
  • Communicating regularly and concisely regarding resource and rostering plans with internal and external partners.
  • Managing internal and external contact centre partners, monitoring intraday service levels and providing real-time insights.
  • Reporting on previous/current/next day performance metrics (actuals and forecasts) and advising on staffing requirements.
  • Analysing drivers of unexpected demand and performance impacts, providing actionable intelligence.
  • Ensuring accurate tracking of off-phone activities and advising on scheduling where required.
  • Ensuring real-time operations comply with governance frameworks and service delivery standards.

Essential criteria:

  • Demonstrated experience in contact centre real-time operations and/or workforce management (intraday performance).
  • Strong people leadership capability (leading/coaching teams in operational environments).
  • Strong written and verbal communication skills, with the ability to communicate clearly and concisely to stakeholders.
  • Strong problem-solving and evidence-based decision-making skills in fast-moving environments.
  • Ability to manage multiple priorities, meet deadlines, and adapt to changing operational demands.

Desirable skills and experience:

  • Experience working in a large and/or government contact centre in a workforce management capacity.
  • Understanding of NDIS-related operations/service delivery environments.

APPLICATIONS CLOSE MONDAY, 23rd FEBRUARY.

APPLY:
Submit your resume, or for further information please contact:

Reece Prideaux – Talent International
reece.prideaux@talentinternational.com

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