Services Australia (the agency) are recruiting to fill the Executive Level 2 Director role - Real Time Operations team position located in Services Australia Operations Centre. As an Executive Level 2 leader within the Operations Management Division, you form part of broader integrated executive leadership team responsible for leading teams that deliver a range of critical workforce planning functions including capacity planning, forecasting, scheduling, real time management, call and workload routing and allocation that support operating the largest contact centre of its type in the southern hemisphere. As part of the Services Australia Operations Centre, the Real Time Operations team monitor the status of service delivery performance in real time and provide visibility into day-to-day service delivery. The team manage deviations in real time, actively assessing impacts to service delivery and the customer experience. You will need to demonstrate strong leadership skills to support and develop the capability of your team and frontline service delivery leaders. The Real Time Operations team optimise available telephony resources to support our customers to access our services when needed. By collaborating with stakeholders to understand changes in workload priorities, they provide insight and analysis that inform changes to improve customer outcomes. The real time insights and trend analysis undertaken by the Real Time Operations team are critical to supporting our understanding of customer demand and assist the development of strategies that optimise operational performance. By implementing the daily operational plan, the Real Time Operations team are a key stakeholder in driving performance and customer outcomes while cultivating continuous improvement in service delivery. To be successful in these roles you will need to have demonstrated experience in leading diverse and inclusive teams and developing individual people to achieve strategic and tactical objectives at pace and scale. Successful candidates will play a key role in enabling service delivery through responsive, collaborative and innovative operations management at scale and pace, maximising resources to meet customer and government outcomes. The key duties of the position include Ensuring effective service delivery through workforce planning including managing teams that deliver real time management. Leading and managing a specialist team, including performance management, attendance management, capability and career development, and health and wellbeing. Fostering a high-performance culture of strategic focus and service delivery excellence. Using data to analyse and inform business outcomes, operational performance, and future planning. Engaging and collaborating with internal and external stakeholders to optimise service delivery outcomes and implement operational policy and change initiatives. Resolving and/or escalating complex and/or escalated issues that impact on policy, programs, performance, and/or customer experience. Overseeing and preparing written material for various purposes and audiences.
