Are you an experienced workforce management professional who thrives in a fast-paced contact centre environment?
Do you enjoy using data, insight and real-time decision making to drive operational performance?
If so, we have an exciting opportunity for you as an APS6 National Contact Centre Realtime Optimisation Manager within the Planning and Performance team of the National Contact Centre (NCC) Branch.
The Planning and Performance team plays a critical role in ensuring the NCC has the right people, in the right place, at the right time.
The team provides workforce planning, forecasting, scheduling, performance monitoring and reporting to support service delivery for the National Disability Insurance Scheme (NDIS).
As the APS6 National Contact Centre Realtime Optimisation Manager, you will lead a team of Real Time Analysts and oversee the real-time management of NCC operations.
You will monitor service levels, manage operational disruptions, provide workforce management expertise and work closely with internal and external stakeholders to ensure service delivery outcomes are achieved.
The key duties of the position include:
In this role, you will have the opportunity to make a significant impact on the performance of one of the NDIA's key service delivery channels.
Your expertise will help ensure participants, providers and the broader community receive timely and effective support when contacting the NDIS.
As an experienced workforce management leader, you will be responsible for monitoring and maintaining service levels across NCC queues, applying real-time decision-making frameworks and providing actionable insights to support operational performance.




You will work closely with Contact Centre leadership teams to identify emerging trends, manage operational risks and optimise workforce outcomes.
You will also play an important role in building capability within the Planning and Performance team by coaching and developing Real Time Analysts, fostering a culture of continuous improvement and supporting strategic workforce management practices across the NCC.
With your strong analytical skills, operational expertise and collaborative approach, you will help drive service excellence while ensuring compliance with NDIA governance frameworks and service delivery standards.
Eligibility
Our ideal applicant will have experience working in workforce management, real-time operations or planning within a large contact centre environment.
You will have demonstrated experience leading and developing teams, building capability and driving high-performance outcomes.
You will possess strong analytical and problem-solving skills, with the ability to interpret performance data and make evidence-based decisions in a fast-paced setting.
You will have excellent communication and stakeholder engagement skills, with the ability to influence, collaborate and provide clear operational advice.
You will be adaptable,



resilient and able to manage competing priorities while maintaining service levels and responding to operational challenges.
Experience working in a government contact centre environment and a high-level understanding of the NDIS will be highly regarded.
Notes
This role is ideally performed fromDeakin ACT, Robina QLD, Townsville QLD, Dandenong VIC, Richmond VIC and Midland WA.
Remote working opportunities will not be considered.
We intend to fill this role in an ongoing capacity, however non-ongoing roles up to 12 months with the possibility of extension up to 2 years may be offered.
Successful candidates will be required to undergo a pre-employment National Police History check, Worker Screening check and/or Working with Children Check (where required) and provide evidence of Australian Citizenship.
Getting to know the National Disability Insurance Agency
The NDIS provides funding to eligible people with disability to gain more time with family and friends, greater independence, access to new skills, jobs, or volunteering in their community, and an improved quality of life.
The NDIS also connects anyone with disability to services in their community.
This includes connections to doctors, community groups, sporting clubs, support groups, libraries and schools, as well as providing information about what support is provided by each state and territory government.
The NDIS now supports over 500,000 Australians with disability to access the services and supports they need.
This includes supporting approximately 80,000 children with developmental delay, ensuring they receive supports early so that they achieve the best outcomes throughout their lives.

📌 National Contact Centre Realtime Optimisation Manager (Townsville)
🏢 National Disability Insurance Agency
📍 Townsville