Realtime Performance Analyst – Housing Response Centre

NSW Department of Communities and Justice; Sydney; On-site; AUD 117,000 - 129,000; Full time

Benefits offered by this job

Health & Wellbeing

Employee Assistance Programs

Flexible work environment

Job summary

NSW Department of Communities and Justice, Housing Response Centre, invites applications for a Realtime Performance Analyst. You’ll monitor contact centre operations in real time, analyse service performance and coordinate resources to sustain service levels and positive customer outcomes.

Join a fast‑paced environment where your analytical skills and operational insights directly influence service delivery across New South Wales.

Qualifications

• Demonstrated experience in a contact centre environment with ability to monitor performance and respond to changing demands.
• Experience creating and maintaining reports, dashboards and data visualisations in Excel and Power BI.
• Strong analytical and problem‑solving skills with the ability to interpret operational data.
• Excellent communication and stakeholder engagement across teams and business areas.

Responsibilities

• Monitor contact centre performance in real time and analyse service levels.
• Coordinate real‑time workload adjustments and queue management.
• Provide operational reporting and feedback to leaders and stakeholders.
• Record system or operational issues affecting performance for action.
• Contribute to continuous improvement and workforce planning initiatives.

Skills

Contact centre experience

Tools

Excel

Power BI

Job description

NSW Department of Communities and Justice, Housing Response Centre, invites applications for a Realtime Performance Analyst. You’ll monitor contact centre operations in real time, analyse service performance and coordinate resources to sustain service levels and positive customer outcomes.

Join a fast‑paced environment where your analytical skills and operational insights directly influence service delivery across New South Wales.