Real-Time Workflow Coordinator Talent Pool
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Job Summary
Salary: SNSW Grade 5/6 ($93490 - $106841 plus Superannuation) Please note: This recruitment campaign is being conducted for talent pool purposes. Successful candidates may be placed in a talent pool and considered for future vacancies. Behind every great customer experience is a team making thousands of real-time decisions that keep SNSW operations running smoothly. As a Real Time Workflow Coordinator youll play a critical role in Service NSWs Workforce Planning team helping ensure the right people are in the right place at the right time. Youll use operational data workforce insights and real-time decision making to balance customer demand optimise resources and support service delivery for millions of customer interactions each year. This is an exciting opportunity for someone who thrives in a fast-paced environment enjoys solving complex operational challenges and can confidently make decisions that have a direct impact on customer outcomes. About the team The Workforce Planning team is at the heart of Service NSWs service delivery operations. By analysing performance responding to changing demand and optimising workforce resources the team enables frontline staff to deliver efficient reliable and customer-focused services every day. From monitoring over 400 queues to supporting workforce mobility training recruitment and operational forecasting the team plays a vital role in delivering exceptional customer experiences across the state. What youll be doing: Monitor real-time operational performance andidentify emerging risks or opportunities. Make workforce adjustments to maintain service levels and customer outcomes. Analyse trends performance drivers and operational impacts to inform decision-making. Coordinate resources across multiple workstreams and skill groups. Collaborate with frontline leaders and operational stakeholders to achieve workforce objectives. Support workforce optimisation activities including scheduling staffing adjustments and operational planning. Contribute to process improvements that enhance efficiency productivity and service delivery. Provide actionable insights and recommendations that help improve workforce performance. What were looking for Were looking for someone who can stay calm under pressure think critically and make sound decisions in a dynamic environment. Youll bring: Experience in workforce planning real-time operations scheduling contactcentres or operational coordination. Strong analytical skills and the ability to interpret data and translate insights into action. Excellent problem-solving capabilities with a proactive and solutions-focused mindset. Confidence working with technology reporting tools and workforce management systems. Strong communication and stakeholder engagement skills. The ability to prioritise competing demands and adapt quickly to change. A customer-focused approach and commitment to continuous improvement. What we need from you: An updated resume and cover letter demonstrating how your previous experience skills and achievements align with the key requirements and responsibilities of the role.
Location: SNSW Contact Centres Newcastle Maitland Gosford Lithgow Parramatta
Employment Status: Full-Time 35 Hours per week
In this role youll:
Salary Grade 5/6 with the base salary for this role starting at $93490 base plus superannuation
Click Here to access the Role Description. For enquiries relating to recruitment please contact Marina Hana via
Visit the Capability Application Toolto prepare for the recruitment process by accessing practice application and interview questions based on the focus capabilities listed in the role description.
A talent pool may be created as part of this recruitment process and will be valid for up to 18 months. The talent pool may be used to fill future ongoing or temporary vacancies of the same or similar role.
Closing Date: Friday 4th September 2026 (9:59am)
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.
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Required Experience:
IC
