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

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.

Realtime Performance Analyst

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 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

• 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.

Applications close

11:59pm AEST Monday September 21, 2026

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]

Visit Recruitment adjustments on the DCJ website to learn more.

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.

To find out what DCJ are doing to build an inclusive and diverse workforce, visit Inclusion and diversity on the DCJ website.

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.

For more information visit Applying for DCJ jobs on the DCJ website.

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

To keep up with recruitment opportunities at DCJ, follow us on Facebook: www.facebook.com/CareersatDCJ/

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

The careers site currently promotes this service on the ‘Discover roles with DCJ in regional NSW’ page.