Job description
About Our Client
This Federal Government agency delivers programs and services that support people with disability and their families, with a focus on improving access, engagement, and outcomes across Australia.
The organisation operates nationally and is committed to high standards of governance, service delivery, and continuous improvement across its National Contact Centre (NCC) network.
About the Role
An opportunity exists for an experienced Real Time Operations Leader to lead real‑time service delivery across National Contact Centre queues.
Reporting within a workforce or contact centre operations function, this role is responsible for leading a team of 10 Real Time Analysts and ensuring intraday performance is actively managed to meet service level expectations. The position requires sound judgement, strong stakeholder engagement, and the ability to manage operational risks and disruptions in a complex, fast‑paced environment.
Key responsibilities include:
You are an experienced professional with demonstrated capability in contact centre operations, workforce management, or real‑time performance environments. You operate with a high degree of autonomy, exercise sound judgement, and contribute constructively to team and organisational objectives.
You will bring:
As a DFP contractor, you will be supported by an experienced recruitment partner throughout your assignment.
You will benefit from:
Application closes on the 23rd of February 2026
#scr-harley-darmanin
Applicants new to DFP may be asked to provide additional information including work rights status via a survey link – if requested, we ask that you provide this information in order to expedite your application.
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.
By clicking 'apply', you give consent that DFP may use your personal information to process your job application and to contact you for future employment opportunities. For further information on how DFP process your personal information please review the DFP Information Collection and Privacy Policy via https://www.dfp.com.au/about-us-1/policies. Do not submit any sensitive personal information in your resume.
This Federal Government agency delivers programs and services that support people with disability and their families, with a focus on improving access, engagement, and outcomes across Australia.
The organisation operates nationally and is committed to high standards of governance, service delivery, and continuous improvement across its National Contact Centre (NCC) network.
About the Role
An opportunity exists for an experienced Real Time Operations Leader to lead real‑time service delivery across National Contact Centre queues.
Reporting within a workforce or contact centre operations function, this role is responsible for leading a team of 10 Real Time Analysts and ensuring intraday performance is actively managed to meet service level expectations. The position requires sound judgement, strong stakeholder engagement, and the ability to manage operational risks and disruptions in a complex, fast‑paced environment.
Key responsibilities include:
- Leading and managing a team of Real Time Analysts to monitor and maintain service levels across national inbound Contact Centre queues
- Managing real‑time operational incidents and escalating issues appropriately to minimise service impacts
- Applying real‑time decision‑making frameworks and tools to proactively manage demand, resourcing, and operational disruptions
- Coaching and developing staff to build capability in intraday management, analytical thinking, and organisational priorities
- Communicating clearly and professionally with internal stakeholders and external service providers regarding resource allocation, rostering, and intraday performance
- Providing expert advice on workforce planning requirements, including staffing for training and operational activities
- Analysing performance data to identify drivers of unexpected demand and unplanned performance issues
You are an experienced professional with demonstrated capability in contact centre operations, workforce management, or real‑time performance environments. You operate with a high degree of autonomy, exercise sound judgement, and contribute constructively to team and organisational objectives.
You will bring:
- Well‑developed written and verbal communication skills, with the ability to prepare clear, concise advice for a range of stakeholders
- Strong interpersonal skills, including empathy and professionalism when managing sensitive or complex situations
- Proven problem‑solving and decision‑making capability, supported by data and evidence
- The ability to manage competing priorities, meet deadlines, and operate effectively in a high‑volume environment
- Adaptability and resilience when responding to changing operational demands
- Experience supporting and developing staff capability through coaching, feedback, and performance guidance
- Demonstrated planning and organisational skills, including setting priorities, managing workloads, and implementing action plans
As a DFP contractor, you will be supported by an experienced recruitment partner throughout your assignment.
You will benefit from:
- Weekly pay with reliable, on‑time processing
- Ongoing support from a dedicated DFP consultant
- Access to Federal Government contract opportunities
- The opportunity to build APS‑aligned experience within national Contact Centre environments
Application closes on the 23rd of February 2026
#scr-harley-darmanin
Applicants new to DFP may be asked to provide additional information including work rights status via a survey link – if requested, we ask that you provide this information in order to expedite your application.
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.
By clicking 'apply', you give consent that DFP may use your personal information to process your job application and to contact you for future employment opportunities. For further information on how DFP process your personal information please review the DFP Information Collection and Privacy Policy via https://www.dfp.com.au/about-us-1/policies. Do not submit any sensitive personal information in your resume.
