Realtime Performance Analyst | Housing Response Centre

NSW Department of Communities and Justice; Liverpool City Council; On-site; AUD 117,000 - 129,000; Part time

Benefits offered by this job

Competitive pay and conditions

Training and development opportunities

Flexible, autonomous work environment

Health & Wellbeing and EAP programs

Job summary

NSW Department of Communities and Justice is seeking a Realtime Performance Analyst for Homes NSW within the Housing Response Centre in Liverpool, NSW. You will monitor contact centre operations in real time, analyse service performance, and coordinate resources to sustain service levels and deliver positive customer outcomes.

You will generate operational insights, identify risks and trends, and propose practical solutions to improve service delivery and workforce efficiency in a high-volume

Qualifications

• Demonstrated experience in a contact centre environment with the ability to monitor performance, analyse trends and respond effectively to changing operational demands.
• Experience in operational reporting, including the creation and maintenance of reports, dashboards, and data visualisations using Excel and Power BI.
• Strong analytical and problem-solving skills with experience interpreting operational data and providing recommendations to improve service delivery outcomes.
• Excellent communication and stakeholder engagement skills, with the ability to build effective working relationships across teams and business areas.
• Experience using workforce management, reporting or operational technology platforms, with a commitment to continuous improvement and customer service excellence.

Responsibilities

• Analyse call volumes, service levels and workforce adherence trends.
• Manage queue performance and implement real-time workload adjustments.
• Provide reporting and operational feedback to leaders and stakeholders.
• Monitor and record system or operational issues impacting performance.
• Contribute to continuous improvement initiatives and future workforce planning.

Skills

Analytical thinking

Problem-solving

Stakeholder engagement

Communication

Workforce management

Tools

Excel

Power BI

Job description

Realtime Performance Analyst | Housing Response Centre

Department: Housing Response Centre

Department/Agency: Department of Communities and Justice

Location: Liverpool, NSW, AU, 2170

Realtime Performance Analyst Housing Response Centre Homes NSW

Location: Liverpool Employment Type: Talent Pool creation for future ongoing and temporary positions Salary: Clerk Grade 7/8 | $116,981 to $129,492, plus superannuation and annual leave loading

Your role

Join Homes NSW's Housing Response Centre and play a critical role in ensuring customers receive timely access to housing services.

As a Realtime Performance Analyst, you'll monitor contact centre operations in real time, analyse service performance, and coordinate resources to maintain service levels and support positive customer outcomes.

This is an exciting opportunity to work in a fast-paced environment where your analytical skills, problem-solving ability and operational insights will directly influence service delivery for people and communities across New South Wales.

What you’ll do

As part of the Housing Response Centre, you will monitor and analyse contact centre performance in real time, ensuring resources are effectively allocated to meet customer demand and service level targets.

You’ll provide operational insights, identify emerging risks and trends, and recommend practical solutions to improve service delivery and workforce efficiency.

You will also:

• Analyse call volumes, service levels and workforce adherence trends.


• Manage queue performance and implement real-time workload adjustments.


• Provide reporting and operational feedback to leaders and stakeholders.


• Monitor and record system or operational issues impacting performance.


• Contribute to continuous improvement initiatives and future workforce planning.

You’ll work as part of a collaborative and customer-focused team that values innovation, accountability and continuous improvement.

You’ll be based in a dynamic, high-volume contact centre environment where no two days are the same, and where teamwork is essential to achieving

service outcomes.

What we’re looking for

• Demonstrated experience in a contact centre environment with the ability to monitor performance, analyse trends and respond effectively to changing operational demands.


• Experience in operational reporting, including the creation and maintenance of reports, dashboards, and data visualisations using Excel and Power BI.


• Strong analytical and problem-solving skills with experience interpreting operational data and providing recommendations to improve service delivery outcomes.


• Excellent communication and stakeholder engagement skills, with the ability to build effective working relationships across teams and business areas.


• Experience using workforce management, reporting or operational technology platforms, with a commitment to continuous improvement and customer service excellence.

What We Offer

• A challenging and rewarding career


• Flexible, autonomous work environment


• Competitive pay and conditions


• Training and development opportunities to build and maintain capabilities


• Health & Wellbeing and Employee Assistance Programs.

Want more information? Visit our website to see more information on Working for us.

We do work that really matters

Working for the Department of Communities and Justice (DCJ) provides lots of opportunities to make a real difference. We collaborate with other agencies and community partners, to improve lives and realise the potential of children, adults, families and communities. We're focused on breaking, rather than managing, disadvantage. It’s work that really matters.

For more information about the role or what it’s like to work for DCJ, please contact the hiring manager Peter Daliouris on 0428 455 790 or at [e-mail]

If you’ve got a question about applying or would benefit from an adjustment in the recruitment process to help you perform at your best (including an alternate method submission of the application) , please call Robert Chiplen Via 0419 448 753 or [e-mail]

Inclusion and Diversity lies at the heart of how we recruit

We continue to hire great people with a wide variety of skills, experience and backgrounds. This includes people with disability, Aboriginal and Torres Strait Islander People, women, people identifying as LGBTIQ+, culturally and linguistically diverse people, carers and other diversity groups.

A talent pool may be created for future ongoing and temporary roles and is valid for a period of up to 18 months.

Thank you for your interest in this role. We look forward to receiving your application.

The Welcome Experience Thinking about moving to regional NSW? Get free, personalised support with housing, schools, jobs, and settling in. Learn more: www.nsw.gov.au/welcomeexperience