Address
Form of workAbout the Opportunity
As the Real Time Manager, you’ll review all contact channels (telephone calls, web chats, emails) and provide support to call-centre agents to meet the demands of the business. You’ll ensure that service levels and business targets are effectively planned and met whilst maintaining employee satisfaction and Serco policies.
What you’ll be doing
- Generating and distributing performance reports, ensuring data integrity
- Monitoring adherence to forecasted schedules and providing real-time management recommendations
- Tracking staff attendance, identifying anomalies, and promptly reporting them for further investigation and resolution
- Ensuring compliance with contractual obligations and identifying areas for improvement
- Reviewing and reporting on future schedule performance
- Collaborating with stakeholders to meet and exceed client KPIs and operational targets
About you
The ideal candidate will thrive in a fast-paced environment. They possess strong analytical, communication, and organisational skills. They excel under pressure, maintaining clarity in task prioritisation and attention to detail. Their commitment to ownership and accountability drives them to consistently meet targets and exceed expectations.
Your ideal skills & experience
- Exposure to call centre environments and workforce management methodologies
- Proficiency in MS Office products and Call Centre technologies (Verint and AWS)
- Strong planning and organisational skills
- Outstanding verbal and written communication abilities
- Ability to analyse and interpret data effectively
- High level of confidence and motivation
This is a position of trust and responsibility and to support this we will conduct a thorough probity assessment, which includes a Federal police check as an essential selection component for this role.
Serco requires employees in this role to be fully vaccinated against COVID-19 to ensure the safety and wellbeing of our people. Please consider this requirement when submitting your application.
About us – Serco & proud
At Serco, not only is the nature of the work we do important, but everyone has a vital role to play from caring for vulnerable people to managing complex public services. We are a team of 50,000+ globally and 14,000+ in Asia Pacific responsible for delivering essential public services in areas including defence, justice, immigration, healthcare, facilities management & citizen services. To learn more please visit www.serco.com/aspac
Why Join Us
- You’d be joining a company that delivers essential public services (in partnership with governments) that impact a better future for communities, & those in our care
- You’ll get to have an impact on how we do things: Enjoy being part of a driven team with a collaborative culture that values decision-makers & action.
- We invest in you: Accelerate your career through our learning & development opportunities – think skills based training, defined career pathways & fantastic internal mobility opportunities across the group!
If you are inspired to make a positive difference, please apply now.
For more information about this job opening, or to have a confidential discussion, please email Vanessa at Vanessa.Ng@serco-ap.com. We do not accept applications via email. Please be advised that all prospective applicants are required to submit an application and participate in our formal recruitment process.
Serco’s values of Trust, Care, Innovation and Pride underpin everything we do. We are curious, creative and collaborative. Our people matter and make a difference every day.
We seek and celebrate diversity and encourage applications from all backgrounds and cultures including Aboriginal and Torres Strait Islander people, LGTBQI+, veterans and people with disability. By joining Serco you will have access to Employee Networks led by colleagues who are passionate about diversity, inclusion and belonging.
