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Real Time Analyst (Vpsg4)

Department of Health - Melbourne, VIC

Customer Service & Call Centre
Source: uWorkin


Full Job Description
Job Description

Location: Melbourne | CBD

Job type: Full time / Until 30 June 2021

Organisation: Department of Health

Salary: $87,640 - $99,438

Occupation: IT and Telecommunications

Reference: VG/DH/CR/1523270

The Department of Health plays a critical role in the Victorian health system and is responsible for shaping it to meet the health needs of Victorians into the future. We also lead the Victorian Government's response to the coronavirus (COVID-19) pandemic. Working with our partners, we oversee Victoria's health system including mental health, ageing and aged care and preventive health. We are committed to developing and supporting a workforce that is well equipped and highly motivated to provide responsive and quality services to all Victorians. All jobs can be worked flexibly and we encourage job applications from Aboriginal people, people with disabilities, LGBTQI+ and people from culturally diverse backgrounds and differences to realise the potential of our employees for innovation and delivering services.

Application Closes: 5 April 2021

Role: Real Time Analyst (Role until - 30 June 2021)

Number of vacancies available: 1

Office Location(s): 50 Lonsdale Street/Work from home

Position Summary:
The Real Time Analyst is responsible for supporting the COVID 19 Public Health Call Center Operations Team across its internal and external citizen facing teams over 600 FTE, predominantly inbound, with outbound and email.

This role is responsible for the successful real time and intraday management of resources across these centers; driving optimal performance and service delivery across the teams.

Intraday real time monitoring of service levels for all queues for all business units
Real time monitoring of agents' performance from all teams at all business units.
Drive real-time adherence to the expected capacity against the actual performance to achieve service levels and efficiency metric goals
Review Intraday schedules and manage gaps (overs and unders) for effective service delivery
Communicate and call out changes to incoming/outgoing contact patterns to operations, broader WFM & contact centre team and business stakeholder
Update and send reports related to the performance of each site on contact centre workforce management metric
Monitoring Service Levels and Call Center metrics to ensure necessary steps are taken to achieve KPI's
On the day management of staffing including requests for overtime, leave, off phone activities to ensure optimal performance to forecast
Producing and analyzing Intra-day and phone service reporting on call /work state delivery for distribution to stakeholders

Applicants are encouraged to apply online, submitting a cover letter and a current resume.

Please note: For this position, you are not required to address each of the key selection criteria in a separate written document.

Preferred candidates will be required to complete pre-employment screening, including a national police check and misconduct screening.

Applicants must be an Australian Citizen, Permanent Resident or hold a valid work permit or visa. Work eligibility will be checked as part of the recruitment process.

For further information please visit the Department of Health

Click 'Apply Now' to submit your interest in this position.

Melbourne, VIC

Customer Service & Call Centre


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