Real Time Analyst

Department of Government Services; Melbourne; On-site; AUD 60,000 - 85,000; Full time

Job summary

Department of Government Services in Melbourne is seeking a Real Time Analyst for the Whole of Victorian Government Contact Centre (WoVGCC) Support Service Team. The role focuses on monitoring real-time volumes and staffing to ensure service levels are met and decisions are data-driven.

You will monitor resource levels, adjust intraday forecasts, and collaborate with workforce planners to optimize schedules.

Qualifications

• Experience in a complex contact centre environment and similar role.
• Strong analytical and statistical skills with workflow analysis.
• Critical thinking and decision-making abilities.
• Excellent verbal and written communication skills.
• Self-driven, autonomous, and capable of teamwork.
• Attention to detail and time management.

Responsibilities

• Monitor real-time call volumes and agent availability to meet SLAs.
• Adjust intraday forecasts based on volume and staffing data.
• Coordinate schedule adjustments with workforce planners.
• Relay real-time insights to operations and managers.
• Manage real-time escalation processes during high volume events.
• Document incident resolutions and impact on service levels and costs.

Skills

Analytical thinking

Communication skills

Self-motivation

Time management

Decision making

Job description

Department of Government Services – Melbourne VIC

The Department of Government Services (DGS) wasestablishedon 1 January 2023 to improveeveryone’s experience of doing business and interacting with the Victorian government. We bring important day-to-day services together in one department to make things easy and seamless for Victorians and businesses. We are doing this by connecting and digitising our systems and platforms across state and localgovernment as well as streamlining our corporate and procurement services.

You can find out more aboutour Ministers,leadershipand entitieshere:Department of Government Services.

About the Branch/Group

The Whole of Victorian Government Contact Centre (WoVGCC) brings together the contact centres from Consumer Affairs Victoria (CAV), The Registry of Births, Deaths and Marriages (BDM), Service Victoria (SV), Workers Screening Unit (WSU) and the Victorian Government Contact Centre (VGCC) into a consolidated team within the DGS Digital Transformation Projects division. This strategic consolidation underlines the departments commitment to streamlining operations and leveraging combined expertise to enhance public service delivery.

Consumer Affairs Victoria are Victoria’s consumer affairs regulator. The CAV contact centre provides services across CAVs legislative remit, including information and advice on renting and tenancy, Residential Tenancy Bond Authority (RTBA), Australian Consumer Law and occupational licensing schemes administrated by CAV.

The Registry of Births, Deaths, and Marriages recognises and records the significant life events which occur within the State of Victoria, the BDM contact centre is integral to the process of service delivery to members of the community in the registration of life events such as births, adoptions, deaths and marriages, and, in the completion of applications to change a name, or to change a person’s recorded sex.

Service Victoria is the one place to go for government services. The SV contact centre provides services supporting the digital service platform which continues to add to existing capabilities, including digital licences, digital proof of identity, online accounts and payments with a particular focus on our mobile app. The SV contact centre also supports the Victorian Government Contact Centre providing general government enquiries, specific ongoing departmental programs, help desk systems support, short term targeted campaigns and events and outbound call initiatives, and supports the Workers Screening Unit, National Disability Insurance scheme (NDIS) and Working with Children’s Check (WWCC) processes.

About the Role

Reporting to the Workforce Planner, the Real Time Analyst plays an essential role within WoVGCC Support Service Team, focusing on monitoring and analysing real-time contact volumes and staffing levels to ensure service levels are consistently met. This position involves a keen eye for detail and a strong ability to interpret data to make informed decisions. By monitoring resources, the Real Time Analyst helps maintain service level agreements (SLAs) and improve customer satisfaction. Their work supports the seamless operation of the contact centre, ensuring that the right number of agents are available at the right times to address customer needs efficiently. Through their efforts, the Real Time Analyst contributes to the overall effectiveness and efficiency of the workforce management team, making them an integral part of the WoVGCC.

Key Accountabilities

• Monitor real-time call volume and agent availability to ensure adherence to service level agreements (SLAs) and common goals.
• Adjust intraday forecasts based on actual volume and staffing levels to optimize resource allocation and operational efficiency.
• Coordinate with workforce planners to implement schedule adjustments, including break and lunch timings, to meet unexpected demand
• Communicate with operations team members and team managers to relay real-time insights and recommend immediate actions to address service level risks.
• Implement and manage real-time escalation processes to address high volume or crisis situations, ensuring minimal impact on service quality.
• Document and report on incident resolutions, including the impact of real-time decisions on daily service level achievements and operational costs.

About You

• Experience working within a complex contact centre environment, with demonstrated experience working in a similar role.
• Strong analytical and statistical skills and an understanding of workflow analysis
• Critical thinking and decision-making skills
• Excellent Verbal and written communication skills
• Self-driven and able to work autonomously and part of a team
• Strong Attention to detail and time management Skills

This role is an ongoing position. This position is only open to applicants with relevant rights to work in Australia.

For more information, please seethe Position Description .

Other relevant information

To be eligible for appointment to this role, applicants will possess corresponding work rights for the advertised employment period. Appointment to an ongoing role is only available to an Australian/New Zealand citizen or an Australian Permanent Resident. Preferred applicants will be required to undertake pre-employment screening. DGS actively promotes diversity, inclusion and an equal opportunity workplace. We welcome applicants from all diverse backgrounds, including people with disabilities and Aboriginal and Torres Strait Islander peoples. All roles at DGS can be worked flexibly, however it may differ from role to role.