APS6 National Contact Centre Real Time and Optimisation Manager

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