Contact Service Centre Scheduling Manager

About the role

The Contact Service Centre Scheduling Manager will shape operational strategies and provide expert guidance on all scheduling matters within the Customer Service Centre. You will monitor, analyse and report on centre performance to ensure resources are used efficiently and to drive continuous improvement in service delivery.

Key responsibilities

• Oversee scheduling processes for the Customer Service Centre, ensuring optimal staffing levels.
• Monitor centre performance metrics, analyse trends and produce regular reports for senior leadership.
• Identify and implement business improvements to enhance operational efficiency.
• Collaborate with the Service Delivery Group to align scheduling with housing and property management activities.
• Support the development and delivery of training content for service delivery staff.

Required profile

• Significant experience in scheduling within a contact‑centre or similar environment.
• Strong analytical and reporting abilities.
• Proven capability to influence operational strategy and drive continuous improvement.
• Excellent communication and stakeholder management skills.

Required skills

What we offer

• Competitive salary range of $104,793 – $120,411 per annum plus superannuation.
• Opportunity to work within a national organisation supporting Defence families.
• Professional development and career progression pathways.