APS6 Real Time Manager

Posted 20 June 2022
Salary$50 - $55 per hour
Job type Temporary
DisciplineOperations & Management, Call Centre & Customer Service

Job description

We are currently seeking to fill an APS6 Workforce Real Time Manager in the Contact Centres Operations Team within a Federal Government Agency.

The Role

The Real Time Manager will play a critical role in driving efficient work practices within a live operational environment, ensuring that defined service level arrangements and key performance metrics are met.

As a Real Time Manager, you will:
  • Monitor call volumes in real time across multiple queues.
  • Monitor adherence and optimise utilisation across a staffing profile of 400+ agents.
  • Ensure the achievement of daily service metrics and targets.
  • Maintain the staff skills matrix and provide insights regarding training and capability gaps.
  • Report trends to inform forecasting and aid schedule optimisation.
  • Influence frontline teams and other stakeholders to achieve operational efficiencies through continuous feedback and education.
  • Provide ad-hoc assistance with other relevant projects and tasks where needed; and
  • Provide general leadership, such as dealing with escalated queries, coaching staff, prioritising work and nurturing a positive team culture.
About You
  • You have operations and project management expertise in a busy and ambiguous environment.
  • You will have previous experience within use of Genesys workforce planning suitable (desirable but not essential)
  • You will have demonstrated strong analytical skills
  • You will have strong communications skills to convey complex information, tailor messaging and resolve issues.
  • You will have a friendly, professional and position
  • You are self-motivated and possess the ability to prioritise multi-layered high work volumes.
  • Have a genuine interest in supporting team members.
Full training is provided, and staff are set up to succeed.   Full time opportunities available, working 37.5 hours Monday to Friday, between 7am and 7pm.  

These roles are due to commence from 13th July 2022.

Applicants must hold Australian Citizenship and the completion of a National Police Check is essential prior to commencement.
If you are interested in this role, please APPLY NOW by clicking the available link. Interviews will commence immediately.

DFP welcomes applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds and people with disability. In addition, DFP will provide reasonable adjustments for individuals with disability throughout the recruitment process. If you identify as a person with disability and require adjustments to the application, recruitment, selection and/or assessment process, please advise via adjustments@dfp.com.au or 1300 337 000 and indicate your preferred method of communication (email, phone, text) so we can keep in touch and meet your accessibility needs.

Note: You may be required to provide evidence of your COVID-19 vaccination status.