Department: Housing Response Centre
Department/Agency: Department of Communities and Justice
Location:
Liverpool, NSW, AU, 2170
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Req ID: 86133
Realtime Performance Analyst
Housing Response Centre
Homes NSW
Location: Liverpool
Employment Type: Talent Pool creation for future ongoing and temporary positions
Salary: Clerk Grade 7/8 | $116,981 to $129,492, plus superannuation and annual leave loading
Your role
Join Homes NSW's Housing Response Centre and play a critical role in ensuring customers receive timely access to housing services.
As a Realtime Performance Analyst, you'll monitor contact centre operations in real time, analyse service performance, and coordinate resources to maintain service levels and support positive customer outcomes.
This is an exciting opportunity to work in a fast-paced environment where your analytical skills, problem-solving ability and operational insights will directly influence service delivery for people and communities across New South Wales.
What you’ll do
As part of the Housing Response Centre, you will monitor and analyse contact centre performance in real time, ensuring resources are effectively allocated to meet customer demand and service level targets.
You'll provide operational insights, identify emerging risks and trends, and recommend practical solutions to improve service delivery and workforce efficiency.
You will also:
Analyse call volumes, service levels and workforce adherence trends.
Manage queue performance and implement real-time workload adjustments.
Provide reporting and operational feedback to leaders and stakeholders.
Monitor and record system or operational issues impacting performance.
Contribute to continuous improvement initiatives and future workforce planning.
You'll work as part of a collaborative and customer-focused team that values innovation, accountability and continuous improvement.
You'll be based in a dynamic, high-volume contact centre environment where no two days are the same, and where teamwork is essential to achieving
service outcomes.
What we’re looking for
Demonstrated experience in a contact centre environment with the ability to monitor performance, analyse trends and respond effectively to changing operational demands.
Experience in operational reporting, including the creation and maintenance of reports, dashboards, and data visualisations using Excel and Power BI.
Strong analytical and problem-solving skills with experience interpreting operational data and providing recommendations to improve service delivery outcomes.
Excellent communication and stakeholder engagement skills, with the ability to build effective working relationships across teams and business areas.
Experience using workforce management, reporting or operational technology platforms, with a commitment to continuous improvement and customer service excellence.
We focus on hiring people who share our commitment and goals of inclusion, collaboration, adaptability, courage and integrity. If you meet the essential requirements and the role resonates with you, please apply – you do not need to meet every desired requirement for us to want to talk to you.
We focus on hiring people who share our commitment and goals of inclusion, collaboration, adaptability, courage and integrity. If you meet the essential requirements and the role resonates with you, please apply – you do not need to meet every desired requirement for us to want to talk to you.
Download the role description.
If you are viewing this ad in Seek and wish to apply via their portal, you will be required to either set up a profile or login via your existing Seek account.
To apply directly via the DCJ Careers site click here. Search for the job and click the ‘Apply now’ button.
What We Offer
We offer a variety of benefits, including:
A challenging and rewarding career
Flexible, autonomous work environment
Competitive pay and conditions
Training and development opportunities to build and maintain capabilities
Health & Wellbeing and Employee Assistance Programs.
Want more information? Visit our website to see more information on Working for us.
We do work that really matters
Working for the Department of Communities and Justice (DCJ) provides lots of opportunities to make a real difference. We collaborate with other agencies and community partners, to improve lives and realise the potential of children, adults, families and communities. We're focused on breaking, rather than managing, disadvantage. It’s work that really matters.
Apply now and join Australia’s top public sector employer where we will support you and provide an exciting and flexible working environment!
Are you ready to join us?
Click apply, attach a cover letter (maximum 2 pages) outlining how you meet the requirements of the role as well as an up-to-date résumé (maximum 5 pages).
Applications close 11:59pm AEST Monday September 21, 2026
Got a question?
For more information about the role or what it’s like to work for DCJ, please contact the hiring manager Peter Daliouris on 0428 455 790 or at
[email protected]
If you’ve got a question about applying or would benefit from an adjustment in the recruitment process to help you perform at your best (including an alternate method submission of the application), please call Robert Chiplen Via 0419 448 753 or
[email protected]
Visit Recruitment adjustments on the DCJ website to learn more.
Inclusion and Diversity lies at the heart of how we recruit
We continue to hire great people with a wide variety of skills, experience and backgrounds. This includes people with disability, Aboriginal and Torres Strait Islander People, women, people identifying as LGBTIQ+, culturally and linguistically diverse people, carers and other diversity groups.
To find out what DCJ are doing to build an inclusive and diverse workforce, visit Inclusion and diversity on the DCJ website.
Other Information
A talent pool may be created for future ongoing and temporary roles and is valid for a period of up to 18 months.
For more information visit Applying for DCJ jobs on the DCJ website.
Thank you for your interest in this role. We look forward to receiving your application.
To keep up with recruitment opportunities at DCJ, follow us on Facebook: www.facebook.com/CareersatDCJ/
The Welcome Experience
Thinking about moving to regional NSW? Get free, personalised support with housing, schools, jobs, and settling in. Learn more: www.nsw.gov.au/welcomeexperience
The careers site currently promotes this service on the ‘Discover roles with DCJ in regional NSW’ page.
