Real - Time Workforce Performance Lead

We're looking for a sharp, commercially minded workforce professional who thrives in the pace and pressure of a live contact centre environment. This is a true command centre role, monitoring, adjusting, and optimising performance in real time to keep service delivery exactly where it needs to b

If you're someone who can read the numbers, anticipate risk before it hits, and confidently pull the right levers, this is your seat at the table.

What you'll own

• Real-time performance across queues, channels, and service lines
• Live monitoring of service levels, adherence, occupancy, and coverage
• Fast, decisive workforce adjustments (breaks, schedules, skills, overtime)
• Immediate response to spikes, outages, and operational disruptions
• Escalation of risks with clear, data-backed recommendations
• End-to-end integrity of workforce data, reporting, and payroll inputs

You'll be the go-to in critical moments, balancing customer demand, operational targets, and frontline experience.

What you bring

• Proven experience in real-time workforce / intraday performance (2+ years)
• Confidence operating in high-pressure, fast-moving environments
• Strong commercial instinct : you know what matters and act fast
• Advanced Excel and workforce systems capability (e.g. Genesys, Calabrio)
• Deep understanding of contact centre metrics and performance drivers
• Exceptional attention to detail with the ability to see the bigger picture
• Clear, concise communication : especially when it counts

Why this role stands out

This isn't a passive reporting role, it's hands-on, high-impact, and highly visible. You'll have direct influence on daily performance outcomes and the autonomy to make decisions that matter.

The bottom line

If you're ready to step into a role where your decisions drive real-time outcomes, and you can back yourself to get it right? we want to hear from you.

Desired Skills and Experience

Real-Time Workforce Performance Lead

Brisbane | Contact Centre Operations

Control the moment. Influence performance. Make every minute count.

We're looking for a sharp, commercially minded workforce professional who thrives in the pace and pressure of a live contact centre environment. This is a true command centre role - monitoring, adjusting, and optimising performance in real time to keep service delivery exactly where it needs to be.

If you're someone who can read the numbers, anticipate risk before it hits, and confidently pull the right levers - this is your seat at the table.

What you'll own

Real-time performance across queues, channels, and service lines

Live monitoring of service levels, adherence, occupancy, and coverage

Fast, decisive workforce adjustments (breaks, schedules, skills, overtime)

Immediate response to spikes, outages, and operational disruptions

Escalation of risks with clear, data-backed recommendations

End-to-end integrity of workforce data, reporting, and payroll inputs

You'll be the go-to in critical moments - balancing customer demand, operational targets, and frontline experience.

What you bring

Proven experience in real-time workforce / intraday performance (2+ years)

Confidence operating in high-pressure, fast-moving environments

Strong commercial instinct - you know what matters and act fast

Advanced Excel and workforce systems capability (e.g. Genesys, Calabrio)

Deep understanding of contact centre metrics and performance drivers

Exceptional attention to detail with the ability to see the bigger picture

Clear, concise communication - especially when it counts

Aboriginal and Torres Strait Islander Peoples are encouraged to apply.

To apply please click apply or call Christine Iannarella on +61 7 3032 2235 for a confidential discussion.