Based anywhere in Melbourne – REMOTE working available
6-Month Fixed Term Contract
Entry level role – Prior workforce management experience highly regarded

About 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

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.

Real manager