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 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.
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 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.
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