Realtime Performance Analyst | Housing Response Centre

Department: Housing Response Centre; Liverpool City Council; On-site; AUD 117,000 - 129,000; Part time

Benefits offered by this job

Flexible work environment

Health & Wellbeing programs

Employee Assistance Programs

Job summary

Homes NSW's Housing Response Centre is seeking a Realtime Performance Analyst to monitor contact centre operations in real time, analyze service performance, and coordinate resources to sustain service levels. The role focuses on delivering timely housing services across New South Wales, with an emphasis on data-driven decisions and continuous improvement.

You will analyze call volumes, service levels, and workforce adherence, provide operational insights, and work with leaders to implement

Qualifications

• Experience in a contact centre or operational environment with ability to monitor performance and respond to shifts in demand.
• Proven ability to create and maintain reports, dashboards, and data visualisations using Excel and Power BI.
• Strong analytical and problem-solving skills with interpretation of operational data.

Responsibilities

• Monitor and analyse contact centre performance in real time to meet service level targets.
• Provide operational insights, identify risks and trends, propose practical improvements.
• Manage queue performance and implement real-time workload adjustments.
• Provide reporting and feedback to leaders and stakeholders.
• Record system or operational issues affecting performance and assist with enhancements.

Skills

Excel

Power BI

Data analysis

Reporting

Stakeholder engagement

Job description

Realtime Performance Analyst | Housing Response Centre

Department: Housing Response Centre – Liverpool NSW

$116,981 - $129,492 a year

Permanent, Casual/Temporary

15d ago , from Department of Communities and Justice 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.

We focus on hiring people who share our commitment and goals of inclusion, collaboration, adaptability, courage and integrity. If you meet the essential requirements and the role resonates with you, please apply – you do not need to meet every desired requirement for us to want to talk to you.

What We Offer

We offer a variety of benefits, including:

• 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.

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.

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.

Other Information

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.