Analyst, Real Time

Overview

Work Type: Ongoing - Full-time

Salary: $100,000 - $110,000

Grade: Grade not specified

Occupation: IT and telecommunications

Location: Melbourne - Eastern suburbs

Reference: 2325

Work in a supportive and collaborative environment in the emergency services sector
Impactful role supporting TZV's operational workforce to serve the Victorian community
Permanent, full-time role with hybrid work arrangements

About Triple Zero Victoria

Triple Zero Victoria (TZV) provides the critical link between the Victorian community and the state's emergency services agencies.
It provides Victoria's 24-hour emergency call-taking and dispatch services for Police, Fire, Ambulance and VICSES.

This integration of emergency services communications within Triple Zero Victoria is unique in Australia and rare worldwide.
The team at Triple Zero Victoria is deeply committed to the community it serves and is among the most dedicated and highly skills in its field.

About the Role

The Real Time Analyst will be a key and active participant of the Resource and Logistics team.
The main function of the role is to manage the TZV operational intra-day performance standards to ensure they are achieved.

The role monitors current and upcoming staffing levels to ensure adequate coverage across all areas of operations.
You will balance service delivery with financial constraints and use a global view to best utilise available resources.

Day to day responsibilities include:

Monitoring performance and making decisions regarding CTD resource availability across TZV locations to achieve a balance between service delivery and financial objectives.
Providing insight and recommendations to ECS Managers, EMECS's, Operational Resource department and other relevant stakeholders regarding operational initiatives.
Performing all Workforce Management administrative duties including updates to schedules, break optimisation, telephony skill changes, staff adjustments and overtime allocation for the current and next calendar day
Suggesting solutions to the Real Time Desk Lead regarding identified trends, operational issues and process gap; while managing contacts from all operational staff relating to planned and unplanned absences and assessing the impact on staffing requirements.
Assessing all weather warnings to determine potential impacts on operational performance and if required; performing severe weather reforecast processes

About You

Ideally, you will have significant experience in workforce planning methodologies in a contact centre environment.

Additionally, it is anticipated you will bring::

Extensive experience in common metrics genuinely used in a contact centre environment
The ability to think analytically and logically and apply creative solutions to resource constraints and changes with an outstanding attention to detail
An understanding of workforce management principles and practices and the ability to manage resources to meet fluctuating workloads and conditions while understanding financial implications of decisions made.
Excellent influencing and negotiation skills

What We Can Offer You

You will be supporting a critical service to the Victorian community and will be rewarded with a competitive salary, flexible working arrangements and employee benefits including:

Employee assistance program for employees and eligible family members
Discounted health insurance, banking services and gym membership
'Memberlink' discount card, accepted by 1,000's of retailers and services providers
Free staff parking at all our sites
Salary packaging options after an initial service period

Triple Zero Victoria is committed to the principles of equal opportunity, and diversity and inclusion for all.
We value the unique backgrounds, experiences, and contributions that each person brings to our workplace.
We encourage and celebrate diversity in all forms - gender, religion, ethnicity, LGBTQIA+, disability and neurodiversity.
Aboriginal and Torres Strait Islander candidates are strongly encouraged to apply for our roles.
Our aim is to create a workforce that reflects the Victorian community in which we live.

How to Apply

Click the 'Apply' button which will direct you to the Triple Zero Victoria Careers Portal.
From here you can submit your application, which should include a current resume and cover letter outlining your interest in the role and linking your experience to the position.

Please note: all applications must be submitted via our Triple Zero Victoria Careers Portal.
We kindly ask that you do not send your application by email as we require you to complete a mandatory application form to accompany your application.

For a confidential discussion, please email Careers@triplezero.vic.gov.au.

Recruitment agency applications will not be accepted.

Applications must be submitted by 11.59pm, Sunday 31 August 2025.

Other Relevant Information

Applicants must be an Australian or New Zealand Citizen or a Permanent Resident.
If you have applied for an ongoing position, you can only be considered for a fixed term period of employment that does not exceed your visa term.
Employment will be subject to providing evidence of your Australian working rights.

Preferred candidates will be required to complete a Pre-employment Medical Declaration, with employment subject to a National Police Check clearance.

If you require any adjustments to the recruitment and selection process, please do not hesitate to get in touch with Triple Zero Victoria's Careers team via Careers@triplezero.vic.gov.au.

Applications close Thursday 28 August 2025 at 11.59pm

Posted

14 August 2025

---