APS6 National Contact Centre Real Time and Optimisation Manager | ACT | Full-time Contract (Hybrid Work Available)

The APS6 National Contact Centre Real Time and Optimisation Manager is a pivotal role that combines leadership, real-time decision-making, and robust communication to enhance performance and operational efficiency within our contact centre. If you are passionate about driving results and fostering team development in a dynamic environment, we want to hear from you.

About the Client
Our client is a prominent entity in the public sector, dedicated to delivering high-quality services to Australians. With multiple locations across the nation, they focus on meeting client needs and improving overall customer experience, fostering a culture that prioritises continuous improvement and team collaboration.

About the Role
As the National Contact Centre Real Time and Optimisation Manager, you will lead a team of analysts in monitoring and managing service levels, responding to real-time incidents, and optimising operational performance. Your role is instrumental in implementing decision-making frameworks, coaching team members, and ensuring that all contact centre operations align with governance standards. You’ll collaborate with internal and external partners to drive service delivery excellence while advocating for continuous improvement.

Key Responsibilities

• Lead and mentor a team of Real Time Analysts for effective service monitoring.
• Manage real-time incidents and ensure business continuity during disruptions.
• Utilize decision-making frameworks for proactive operational management.
• Communicate staffing and resource requirements to internal and external stakeholders.
• Analyze service delivery metrics to identify trends and actionable insights.
• Develop and implement strategies for effective schedule management and off-phone activities tracking.
• Ensure compliance with the agency’s governance frameworks and enhance service delivery standards.
• Foster a positive team environment to build capability and engagement.

Skills and Experience

• Excellent written and verbal communication skills.
• Strong interpersonal skills with empathy for sensitive situations.
• Proven problem-solving abilities and sound judgment.
• Adaptable in dynamic environments with multiple task management.
• Ability to exceed customer expectations and build trustworthy relationships.
• Capacity for team development and knowledge enhancement to improve performance

Qualifications

• Relevant degree or equivalent experience in management or operations.

Eligibility/Other Requirements

• Work Rights: Australian citizens only.
• Pre-employment Checks: Police check, references, and WWCC (if required).

Submit your application to Connie at Talent International by clicking the “APPLY NOW” button with:

• A current CV
• A statement of capability (max 500 words)
• Your work rights status
• Two referees’ contact details

If you’re ready to take the next step in your career and make a significant impact, apply today!

For over 30 years Talent has been redefining the contracting experience with industry leading support, exclusive contractor benefits & a world-class digital platform ENGAGE to access it all. Apply today to see how we can elevate your career

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

For over 30 years Talent has been redefining the contracting experience with industry leading support, exclusive contractor benefits & a world-class digital platform ENGAGE to access it all. Apply today to see how we can elevate your career

• 12 month ongoing contract
• Help kick off various infrastructure projects – Pre-project planning / scoping etc.
• Top of the market rate

Our client is currently on the lookout for an experienced Infrastructure Consultant / Presales Engineer to scope out and engage vendors on several infrastructure initiatives. This role will be ideal for an individual who is well versed across IT infrastructure subjects and enjoys scoping new projects.

Requirements & responsibilities:

• Proven experience working as a Infrastructure consultant / Business Analyst or Presales Engineer
• Ability to take business requests or project requests and scope them and size them
• Work with Architects to build a roadmap over the next few years
• Strong understanding of Jira to forecast expenditure and demand over time
• Extensive Executive presentation/engagement experience

Benefits:

• 12 month initial contract with the option to convert to permanent at the end
• Top of the market daily rate
• Central CBD location – 2 days WFH
• Interview and start ASAP

If you would like to know more please contact Sean Mantri on 0420 425 141 / sean.mantri@talentinternational.com or hit Apply Now!

Location: Warwick Farm, NSW

Pay: $34 per hour (contract), with a pathway to permanency.

Contract: Inital 6 month contract with the view to extend and convert permanent

Hours: 38 hours per week, with start times from 8am, 9am or 9:30am.

About the Role

We are seeking a motivated Contact Centre Representative to join the Customer Care Team of a leading manufacturing organisation. This is an office-based role, supporting our customers and dealers with inbound queries and delivering exceptional service. You’ll be the first point of contact for customers, providing product information, logging and escalating concerns, and allocating service jobs.

Key Responsibilities

• Handle inbound customer calls, ensuring a professional level of service at all times.
• Resolve or escalate customer and dealer queries via phone, email, and other channels.
• Log and report customer concerns, updating CRM records accurately.
• Provide product information and process Technical Support and Service Requests.
• Allocate service jobs to Service Agents or refer to Service Delivery.
• Adhere to all internal processes and procedures.

Key Competencies

• Strong telephone communication skills with the ability to manage conflict.
• Excellent attention to detail, time management, and team collaboration.
• Proficiency in Microsoft Office (Excel & Outlook); SAP CRM experience highly regarded.
• Basic product knowledge (componentry, fault codes, nomenclature) an advantage.

Qualifications & Experience

• Typing speed of at least 35 wpm.
• Minimum 12 months in a contact centre environment.
• Basic to intermediate computer and Microsoft Office skills.

Why Join Us?

• $34 per hour with a clear pathway to permanency.
• Join a supportive team within a leading manufacturing organisation.
• Office-based role with varied start times to suit your lifestyle.

If this role sounds like you please APPLY NOW!

Our client, a leader in materials testing for the US defense sector, is searching for a Customer Project Manager to join their team in Camden, Arkansas. This is an excellent opportunity to join a company that is ensuring the safety of our country and performing extremely complex testing procedures. If you are passionate about helping customers, and making the world a safer place, this could be the role for you!

This role is located in onsite in Camden, Arkansas. Please take this into consideration when applying.

Responsibilities:

• Ensure customer satisfaction, with a high level of customer service and excellent client-facing skills
• Ensure customer’s testing projects are on-time, on-budget, and successfully completed
• Track and monitor project from quote to finish, reporting stages to customers and lab general manager
• Ensure utmost customer satisfaction
• Liaise with technical team, ensuring feasibility of projects and monitoring status and deliverables

Qualifications:

• 2+ years of customer service, account management, sales, or project management experience
• Excellent communication skills
• Prior experience in testing is highly preferred but not required
• Ability to work onsite in Camden, Arkansas

 

Please apply if this role sounds interesting to you, and we will reach out with more information!