National Contact Centre Realtime Optimisation – National Disability Insurance Agency
📌 Vacancy Fact Sheet
- Reference Number: VN-0770896
- Agency: National Disability Insurance Agency
- Job Title: National Contact Centre Realtime Optimisation
- Position Number: 0733_06/26_EXT
- Classification: APS Level 6
- Closing Date: Monday 27 July 2026
- Job Type: Full-Time, Ongoing;Non-Ongoing
- Location: Deakin ACT, Robina QLD, Townsville QLD,
- Future Merit Locations: Deakin, Robina, Townsville, Dandenong, Richmond,
- Salary: $100,026 – $111,701
- Office Arrangement: On Site (Flexible working arrangements may be considered)
About National Disability Insurance Agency
The NDIS provides funding to eligible people with disability to gain more time with family and friends, greater independence, access
to new skills, jobs, or volunteering in their community, and an improved quality of life. The NDIS also connects anyone with
disability to services in their community. This includes connections to doctors, community groups, sporting clubs, support groups,
libraries and schools, as well as providing information about what support is provided by each state and territory government. The
NDIS now supports over 500,000 Australians with disability to access the services and supports they need. This includes
supporting approximately 80,000 children with developmental delay, ensuring they receive supports early so that they achieve the
best outcomes throughout their lives.
Duties
- In this role, you will have the opportunity to make a significant impact on the performance of one of
- the NDIA’s key service delivery channels. Your expertise will help ensure participants, providers
- and the broader community receive timely and effective support when contacting the NDIS.
- As an experienced workforce management leader, you will be responsible for monitoring and
- maintaining service levels across NCC queues, applying real-time decision-making frameworks
- and providing actionable insights to support operational performance. You will work closely with
- Contact Centre leadership teams to identify emerging trends, manage operational risks and
- optimise workforce outcomes.
- You will also play an important role in building capability within the Planning and Performance
- team by coaching and developing Real Time Analysts, fostering a culture of continuous
- improvement and supporting strategic workforce management practices across the NCC.
- With your strong analytical skills, operational expertise and collaborative approach, you will help
- drive service excellence while ensuring compliance with NDIA governance frameworks and
- service delivery standards.
Eligibility / Notes
- Our ideal applicant will have experience working in workforce management, real-time
- operations or planning within a large contact centre environment.
- You will have demonstrated experience leading and developing teams, building capability
- and driving high-performance outcomes.
- You will possess strong analytical and problem-solving skills, with the ability to interpret
- performance data and make evidence-based decisions in a fast-paced environment.
- You will have excellent communication and stakeholder engagement skills, with the ability to
- influence, collaborate and provide clear operational advice.
- You will be adaptable, resilient and able to manage competing priorities while maintaining
- service levels and responding to operational challenges.
- Experience working in a government contact centre environment and a high-level
- understanding of the NDIS will be highly regarded.
How to Apply
Position Contact Natalie Hines, 07 4408 7781
Agency Recruitment Site https://www.ndis.gov.au/about-us/careers-ndia
Applicants to vacancies notified in all formats of the electronic Public Service Gazette should be aware:
that the names of successful applicants will also be notified in all formats of the electronic Public Service Gazette
applicants found suitable may be offered similar employment opportunities by other Australian Public Service agencies
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