Real-time Team Lead

**Real Time Team Leader**
**Talent Pool**
**Full-time 35 hours per week**
**Location: Newcastle, Maitland, Gosford, Lithgow, Parramatta, Sydney CBD**
**SNSW Grade 7/8**
**Renumeration - Package includes salary starting at $102,899 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**:
Our team contributes to Service NSW delivering a world class experience by achieving the right balance for our people and our customers. We do this by committing to delivering support services that are customer service focused, which also cultivate a supportive work environment where our people can thrive and grow.

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

**About the role**:
As a Real Time Team Leader, you will Lead a productive team responsible for real-time workflow coordination and resource allocation and ensures efficient task completion, operational excellence, and responsiveness to improve performance and customer experience.
- Monitor intra-day performance in real time, providing remediation recommendations to mitigate performance troughs.
- Offer insights into performance drivers and real-time impacts, ensuring data informs decisions.
- Lead the identification of areas for improvement in workflow and workforce planning processes, implementing data-driven solutions to enhance efficiency, reduce constraints, and recommend best practices to elevate team performance and customer satisfaction.
- Conduct regular health checks on intraday schedules and perform re-optimisations for planned exceptions.
- Initiate and drive implementation of contingency plans to mitigate the impact of unexpected variations to the forecast to minimise risk and ensure continuity.
- Continuously monitor, prioritise, allocate, and adjust resources based on workload and skillset.
- Build and maintain effective relationships with key stakeholders to foster collaboration on projects.
- Create best practice approach to rapid response in a multi-channel, high volume organization and influence best practice adoption with the Real Time Coordinators.

**How to apply**:

- **A resume (no more than 5 pages)**:

- **A cover letter (no more than 2 page) 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 ‘Deliver Results’, describe a time when you had to adjust your team’s focus due to changing priorities. How did you manage the timeline, delegate responsibilities, and keep everyone working toward the goal?**

**2. To demonstrate the ‘Manage Self’ capability, can you describe a time when you actively worked to improve your skills or performance in order to achieve a challenging goal? What steps did you take to learn, reflect, and stay motivated throughout the process?**

**Learn more**:
**Applications Close: Tuesday 27th May 2025 (9.59am)**

**A talent pool may be created for future temporary and ongoing roles and will be 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