aps6 contact centre operations manager (real-time).

This is a role within the largest federal government organisation in disability sector. Our client is looking for a Real-Time Workforce Contact Centre Manager for their National Contact Centre Branch. You will lead a team of Real Time Analysts to ensure the participants can access the support they need, when they need it. You’ll monitor service levels in real-time, manage operational disruptions, and make data-driven decisions to keep the service delivery on track.

Key Responsibilities

• Team Leadership: Lead and develop a team of up to 10 Real Time Analysts, building their capability in intraday management.
• Operational Excellence: Apply decision-making frameworks to proactively manage service levels across all National Contact Centre queues.
• Incident Management: Partner with management to handle real-time incidents and operational disruptions as they occur.
• Strategic Communication: Provide concise, expert advice to internal and external partners regarding resource plans and staffing requirements.
• Intelligence & Reporting: Analyse call demand and performance metrics to provide actionable insights to the management team.

What We Are Looking For

The ideal candidate is a proactive problem-solver with a knack for numbers and a heart for people.

We are looking for:

• Work Force Management Experts: Deep knowledge of contact centre operations and real-time workforce management is essential.
• Strong Communicators: The ability to handle sensitive conversations with empathy while delivering clear, data-backed reports.
• Adaptive Leaders: Someone who can manage multiple tasks, meet tight deadlines, and thrive in a dynamic, changing environment.
• Proven Experience: Experience in a large-scale or government contact centre environment is highly desirable.

You will be part of a team dedicated to improving the lives of NDIS participants.

**Key Eligibility Criteria: Only Australian Citizens are eligible to apply for the role.

How to apply: Please submit your CV using the link to apply for the role. For confidential discussions please email Rashi.Joshi@randstad.com.au

The Applications close on 23rd Feb 2026.