Real Time Workflow Coordinator

**Real Time Workflow Coordinator**
**Talent Pool**
**Full-time 35 hours per week**
**Location Contact Centres -Newcastle, Maitland, Gosford, Lithgow, Parramatta**
**SNSW Grade 5/6**
**Renumeration - Package includes salary starting at $88,123 base plus superannuation and annual leave loading**

**About Service NSW**

Service NSW makes it easier to access government services for people and businesses across NSW.

At Service NSW our vision is to be recognised as the distinctive leader in the provision of government services to the citizens of New South Wales, and we are passionate about delivering first-class customer experience to all citizens and businesses across NSW.

For more information on Service NSW, visit our website Service NSW

**About the team**:
This role sits within Service Delivery in the Workforce planning team. This team has multiple responsibilities including:

- Forecasting and long-term planning
- Rostering/Scheduling and short-term planning
- Live call resourcing monitoring and support

Workforce planning is a strategic team dedicated to ensuring we have who we need, when we need them to ensure we can support customers with everything we do in contact centres.

Travel may be required for this role to our different contact centre locations. Details around expectations will be determined by business needs and flexible work agreements.

**About the role**:
As a Real-Time Workflow Co-ordinator, you are responsible for monitoring, coordinating, and optimizing workflows in a real-time and dynamic operational environment. Ensuring efficient allocation of resources, timely completion of tasks and activities, and maintaining operational excellence and responsiveness to facilitate improved performance, customer experience and delivery to set service standards.
- Analytical skills and capabilities
- Adept at Excel
- Working knowledge of workforce main tools

**Interested in applying?**
If this sounds like you, then we would love to hear from you
- **A resume (no more than 5 pages)**:

- **A cover letter (no more than 2 pages) outlining how your skills and experience meet the requirements of the role**:

- **Provide a response to the following Target Questions (no more than 2 pages)**

**1. Addressing the capability of ‘Display Resilience and Courage’, give an example of when you were faced with a rapidly changing or high-pressure situation that involved conflicting viewpoints or difficult decisions. How did you handle the situation, communicate with others, and ensure a constructive outcome?**

**Learn more**:
Service NSW uses multi-staged recruitment methods based on merit principles for comparative assessment in accordance with the Government Sector Employment Act 2013. Sometimes this process can take up to 12 weeks or more, depending on the number of applicants.

**A talent pool will be created for future ongoing and temporary roles and is valid for a period of up to 18 months**

Click Here to access the Role Description.

**Careers at Department of Customer Service**
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.

**Belong in our diverse and inclusive workplace**

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.

You can view our full diversity and inclusion statement here.

**For more information, please visit**

Information on some of the different types of disabilities

Information on adjustments available for the recruitment process