Address Our participants, Our people, Our purpose
Currently, there are around 4.3 million Australians with a disability. The National Disability Insurance Agency (NDIA) implements the National Disability Insurance Scheme (NDIS), which is one of the biggest social reforms in the country since Medicare. As an Agency, we support more than 600,000 participants with a significant and permanent disability, and the families and carers of those living with disability. For many Australians, this will be the first time they receive the disability support they need. The NDIA is designed to enhance the quality of life and increase economic and social participation for people with disability and will mean a peace of mind for every Australian.
A new role awaits
Are you looking for a role where you can utilise your critical thinking skills and contribute to making a positive difference to the lives of millions of Australians? We have an exciting new opportunity to join the NDIA as an APS4 National Contact Centre RealTime Analyst within the NDIA National Contact Centre (NCC).The APS4 National Contact Centre RealTime Analyst will be responsible for monitoring and analysing data in Real Time and then using this data to react to staffing levels and production issues. You will find ways to optimise skill sets and leverage staffing levels to avoid Contact Centre queues, whilst raising any issues with the National Contact Centre leadership team. You will also be responsible for ensuring that operators are productive and on schedule to ensure a positive customer experience. The National Contact Centre operates between 8am and 8pm requiring you to work as a shift worker with a rotating shift pattern of 7.5 hours per day from Monday to Friday.
Where you can add value
Use your critical thinking skills and energy, along with your outstanding communication skills, to work with and support both internal and external stakeholders. Duties within this role will include but are not limited to:
Analysing data to identify trends in Real Time to improve processes
Managing call volume, daily attendance and team roster schedules
Delivering advice and guidance to the National Contact Centre leadership team to ensure best practice(include a general blurb and then list 4-5 key job tasks)
Enough about us, let’s talk about you
Our ideal candidate will have excellent attention to detail and data accuracy, demonstrated work experience in Contact Centres, particularly in a workforce planning or Real Time capacity. You will have the ability to work in a fast-paced environment and be adaptable to changing priorities. You will be highly organised with the ability to prioritise tasks as needed. You will be energetic with advanced problem-solving skills and great communication skills, along with excellent knowledge of Microsoft Excel and other Microsoft Office programs.
Your NDIA Experience
We work as one team. We are accepting, diverse and driven. We take a shared approach to making progress. We welcome and support each other and encourage different ideas, insights and opinions. We empower and enable each other to be our best. We collaborate, connect and work together to create a workplace that makes us proud. And while were based far and wide across the country, we make sure nobody feels they are out on their own.
You will work for a socially inclusive and culturally diverse workplace, that is making a meaningful impact to the lives of more than 600,000 Australians.
Access to higher superannuation and above market leave entitlements
Competitive remuneration and working conditions that support a positive work life balance
Access to ongoing professional development and learning
While this role is ideally performed from Robina - QLD, Dandenong - VIC and Midland - WA, remote working arrangements may be considered. We intend to fill this role in an ongoing capacity, however non-ongoing roles up to 12 months may be offered.
Successful candidates will be required to undergo a pre-employment National Police History check, Worker Screening check and/or Working with Children Check (where required) and provide evidence of Australian Citizenship.
Applications for this role close 21 February 2024 at 11:30pm
If you have any questions, please contact Orlaith Manning on 0733508905 or email orlaith.manning@ndis.gov.au
With the exception of personal details, applications can NOT be edited or updated once submitted for consideration. Please make sure you are completely satisfied with your entire application before submitting.
NDIA is committed to supporting an inclusive and diverse workforce and welcomes and encourages applications from People with Disability (PwD), First Nations peoples, LGBTIQA+ people, people from Culturally and Linguistically Diverse backgrounds, Mature age workers, as well as young workers and supporting an inter-generational workforce and supporting gender equity and families. NDIA will provide reasonable adjustments for candidates to participate equitably in the recruitment process and discuss workplace adjustments to fulfil the inherent requirements of the role.
RecruitAbility applies to this position: The RecruitAbility scheme supports people with disability applying for jobs in the Australian Public Service (APS) by giving you a better opportunity to put forward your skills and experience during the selection process.
The health and safety of workers, Participants and other visitors in our offices is our highest priority. Some roles within the National Disability Insurance Agency are covered by government Health Orders or Directives that require mandatory vaccinations.
