APS6 Workforce Real Time Manager

Posted 20 June 2022
Salary$51 per hour
Job type Temporary
DisciplineGovernment Federal

Job description

The Opportunity
We are seeking an experienced Workforce Real Time Manager to join our Federal Government client based in Adelaide CBD. This position will be APS6 equivalent.
The Role
As a Workforce 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
  • Provide general leadership as expected of an APS6 staff member, such as dealing with escalated queries, coaching staff, prioritising work, and nurturing a positive team culture
About You
You will be able to demonstrate the following -
  • Demonstrated experience working in a similar environment
  • Strong communication skills to convey complex information, tailor messaging, and resolve issues
  • Excellent attention to detail, organisational and administrative skills
  • Good data analysis skills or ability to learn
  • Ability to work autonomously and in a team environment.
This is an excellent opportunity to further develop your skills in or enter the Federal Government environment.  All successful candidates must be Australian Citizens. 

A current National Police Check will be required prior to commencement. If you do not already hold a recent NPC (3 months old or less) we recommend that you start this process now.

If you have previously registered with DFP and meet the above criteria, please contact your DFP Consultant.

For new applications, please APPLY NOW!

Applications for this role will close off at midday Friday 24th June

8400 4400

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.