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About the Role

As a Real Time Workflow Coordinator, you'll play a critical role in Service NSW's Workforce Planning team, helping ensure the right people are in the right place at the right time. You'll use operational data, workforce insights and real-time decision making to balance customer demand, optimise resources and support service delivery for millions of customer interactions each year. This is an exciting opportunity for someone who thrives in a fast-paced environment, enjoys solving complex operational challenges and can confidently make decisions that have a direct impact on customer outcomes.

Responsibilities

Monitor real-time operational performance and identify emerging risks or opportunities.
Make workforce adjustments to maintain service levels and customer outcomes.
Analyse trends, performance drivers and operational impacts to inform decision-making.
Coordinate resources across multiple workstreams and skill groups.
Collaborate with frontline leaders and operational stakeholders to achieve workforce objectives.
Support workforce optimisation activities including scheduling, staffing adjustments and operational planning.
Contribute to process improvements that enhance efficiency, productivity and service delivery.
Provide actionable insights and recommendations that help improve workforce performance.

Requirements

Experience in workforce planning, real-time operations, scheduling, contact centres or operational coordination.
Strong analytical skills and the ability to interpret data and translate insights into action.
Excellent problem-solving capabilities with a proactive and solutions-focused mindset.
Confidence working with technology, reporting tools and workforce management systems.
Strong communication and stakeholder engagement skills.
The ability to prioritise competing demands and adapt quickly to change.
A customer-focused approach and commitment to continuous improvement.
An updated resume and cover letter demonstrating how your previous experience, skills, and achievements align with the key requirements and responsibilities of the role.

Skills

Real-time decision making
Workforce planning
Real-time operations
Scheduling
Contact centres
Operational coordination
Analytical skills
Data interpretation
Problem-solving
Technology proficiency
Reporting tools
Workforce management systems
Communication skills
Stakeholder engagement
Prioritization
Adaptability
Customer focus
Continuous improvement

Location

Newcastle
Maitland
Gosford
Lithgow
Parramatta

Work Type

Full-Time
35 Hours per week

Salary/Compensations

$93,490 - $106,841 plus Superannuation

About the Company

A career at the Department of Customer Service (DCS) gives you the opportunity to help improve government services and be part of reform that benefits people across NSW. We are focused on delivering excellent customer service, digital transformation, and regulatory reform. Come join us and influence the future of our great state.
The strength of our workforce lies in its diversity and embracing difference, while the key to our success is leveraging the contributions of employees with different backgrounds and perspectives.

Equal Opportunity

We provide adjustments to the recruitment process for candidates, including individuals with disability. If you require an adjustment during the recruitment process, including alternate formats or have questions about the support available, please contact Talent Operations on 02 8276 8130 or csrecruitment@customerservice.nsw.gov.au.