Real-Time Workflow Coordinator - Talent Pool

Salary: SNSW Grade 5/6 ($93,490 - $106,841 plus Superannuation)
Location: SNSW Contact Centres Newcastle, Maitland, Gosford, Lithgow, Parramatta
Employment Status: Full-Time 35 Hours per week

Please note: This recruitment campaign is being conducted for talent pool purposes. Successful candidates may be placed in a talent pool and considered for future vacancies.

Behind every great customer experience is a team making thousands of real-time decisions that keep SNSW operations running smoothly.

As a Real Time Workflow Coordinator, you'll play a critical role in Service NSW's Workforce Planning team, helping ensure the right people are in the right place at the right time. You'll use operational data, workforce insights and real-time decision making to balance customer demand, optimise resources and support service delivery for millions of customer interactions each year.

This is an exciting opportunity for someone who thrives in a fast-paced environment, enjoys solving complex operational challenges and can confidently make decisions that have a direct impact on customer outcomes.

About the team
The Workforce Planning team is at the heart of Service NSW's service delivery operations. By analysing performance, responding to changing demand and optimising workforce resources, the team enables frontline staff to deliver efficient, reliable and customer-focused services every day.

From monitoring over 400 queues to supporting workforce mobility, training, recruitment and operational forecasting, the team plays a vital role in delivering exceptional customer experiences across the state.

What you'll be doing:
In this role, you'll:

• Monitor real-time operational performance and identify emerging risks or opportunities.
• Make workforce adjustments to maintain service levels and customer outcomes.
• Analyse trends, performance drivers and operational impacts to inform decision-making.
• Coordinate resources across multiple workstreams and skill groups.
• Collaborate with frontline leaders and operational stakeholders to achieve workforce objectives.
• Support workforce optimisation activities including scheduling, staffing adjustments and operational planning.
• Contribute to process improvements that enhance efficiency, productivity and service delivery.
• Provide actionable insights and recommendations that help improve workforce performance.

What we're looking for:
We're looking for someone who can stay calm under pressure, think critically and make sound decisions in a dynamic environment.

You'll bring:

• Experience in workforce planning, real-time operations, scheduling, contact centres or operational coordination.
• Strong analytical skills and the ability to interpret data and translate insights into action.
• Excellent problem-solving capabilities with a proactive and solutions-focused mindset.
• Confidence working with technology, reporting tools and workforce management systems.
• Strong communication and stakeholder engagement skills.
• The ability to prioritise competing demands and adapt quickly to change.
• A customer-focused approach and commitment to continuous improvement.

What we need from you:
An updated resume and cover letter demonstrating how your previous experience, skills, and achievements align with the key requirements and responsibilities of the role.

Salary Grade 5/6, with the base salary for this role starting at $93,490 base plus superannuation

Click Here to access the Role Description . For enquiries relating to recruitment please contact Marina Hana via ••••@customerservice.nsw.gov.au.

Visit the Capability Application Tool to prepare for the recruitment process by accessing practice application and interview questions based on the focus capabilities listed in the role description.

A talent pool may be created as part of this recruitment process and will be valid for up to 18 months. The talent pool may be used to fill future ongoing or temporary vacancies of the same or similar role.

Closing Date: Friday 4th September 2026 (9:59am)

Careers at Department of Customer Service
A career at the Department of Customer Service (DCS) gives you the opportunity to help improve government services and be part of reform that benefits people across NSW. We are focused on delivering excellent customer service, digital transformation, and regulatory reform. Come join us and influence the future of our great state.

Belong in our diverse and inclusive workplace
The strength of our workforce lies in its diversity and embracing difference, while the key to our success is leveraging the contributions of employees with different backgrounds and perspectives.

You can view our full diversity and inclusion statement here.

We provide adjustments to the recruitment process for candidates, including individuals with disability. If you require an adjustment during the recruitment process, including alternate formats or have questions about the support available, please contact Talent Operations on 02 •••• •130 or ••••@customerservice.nsw.gov.au.

For more information, please visit

Information on some of the different types of disabilities
Information on adjustments available for the recruitment process